Staff AI Engineer - Agentic AI Harness & Quality

Job Description

The Role

We are looking for an experienced software engineer with expertise building AI-native product and platform to join us in expanding ServiceNow’s customer-facing agentic AI capabilities.

As a member of the Agentic AI Harness & Quality team, you will have all the tools of modern agentic AI engineering at your disposal, from frontier LLMs and tools to all the infrastructure needed to tune, evaluate, and serve AI agents in production. We are an eval-driven, data-centric team, and you will have the assistance of a world-class annotation team to build error-free, inclusive, and privacy-preserving datasets for tuning and evals.

You will push the envelope of AI performance in production, in every meaning of the word “performance”: not just accuracy and quality of outputs, but also latency, reliability, and capability of the end-to-end user-facing system as a whole. Successful AI engineers on the team are motivated to design and maintain high-performing compound AI systems.

Our team indexes on increasing our ability to move fast, solving challenging product and engineering challenges, and pushing the envelope of agent reliability and value provided to customers. Your work will impact our team’s core objective to build the highest-performing enterprise assistant platform the world has ever seen, in close collaboration with other functions within Moveworks and ServiceNow as a whole.

What you get to do in this role:

• Apply software engineering and compound AI system engineering to create lasting value for all our customers

• Drive quality in agent behavior, both in terms of increasing success rate at achieving goals set by end users and decreasing misbehavior in the customer business environment

• Take on exciting and difficult challenges in AI harness engineering, such as agent cognitive architecture, eval benchmark creation, context engineering, generative UI, dynamic agent orchestration, multimodal I/O such as image and voice, multilinguality, conversational memory management, reasoning strategies, grounding and verifiability for generated text, deployment safety, and automatic harness optimization

• Read, discuss, and build on the latest AI research and open-source repositories and models

• Research and develop innovative, scalable and dynamic solutions to hard problems

• Use your knowledge of machine learning fundamentals and LLMs to make improvements to the agentic harness and its AI components, evaluate them with small scale experiments and productionize your solutions at scale

• Partner closely with web and chat platform engineering teams to turn harness investments into delightful user experiences that wow our customers

Qualifications

To be successful in this role you have:

• Drive to ship product improvements with production-quality, fully unit-tested code and rigorously-evaluated updates to models, prompts, context curation code, or other tunable system components

• Solid grasp of LLM and agent evaluation fundamentals, especially for agent action trajectories, generated text, and non-uniform sampling regimes

• Attention to detail and high standard of data quality for eval datasets

• Thoughtfulness about API contracts and implications of exposing a platform feature to a given type of stakeholder or end user

• Readiness to hit the ground running in a Mac development environment, programming in Python and/or Golang with the assistance of coding agents

• Familiarity with industry standard agent architectures and large language models

• Critical reading skill to catch subtle “miscommunication bugs” in English-language agent instructions

• Ability to fix miscommunication bugs with precise writing and evals

• Desire to move fast with a high degree of ownership

• Drive to ship product improvements with production-grade code

• Strong appetite for continuous incremental wins and completing challenging projects fast

• High level of curiosity about engineering outside of immediate discipline and ongoing desire to learn and stay at the cutting edge of agentic AI

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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