Senior Software Engineer

Job Description

Please Note:

The primary working hours for this position are aligned to Pacific Standard Time (PST). Candidates must be willing and able to flex their schedule to support collaboration across multiple time zones on an as-needed basis.

As a Sr. Software Engineer you will be a member of our Global Cloud Services organization.  In this challenging role, you will have the opportunity to build next generation customer facing cloud Observability tools.  You will also work cross functionally with multiple teams on the design, architecture and implementation of our Observability platform with the focus on AI powered UX that enables self-service monitoring for our customers. 

This role requires the candidate to spend 90% of time on UI development and 10% on backend development. 

What you get to do in this role: 

• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• Collaborate with product managers to translate requirements into well-architected solutions, owning features from design through delivery
• Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer-specific needs.
• Contribute to the design and implementation of new products and features while enhancing existing product capabilities.
• Integrate automated testing into development workflows to ensure consistent quality across releases.
• Participate in design and code reviews ensuring best practices in performance, maintainability, and testability.
• Develop comprehensive test strategies covering functional, regression, integration and performance aspects
• Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality
• Promote a culture of engineering craftsmanship, knowledge-sharing, and thoughtful quality practices across the team.

Develop High-Quality, Scalable, and Reusable Code Using AI-Assisted Tools  

• Write clean, maintainable, and modular code by applying best practices in software architecture and engineering and leverage AI-assisted design and development tools to accelerate implementation and enforce consistency across the codebase. 

Own the End-to-End Software Development Lifecycle (SDLC) 

• Collaborate closely with product owners to gather detailed requirements and translate them into technical solutions. 
• Drive the full SDLC—from rapid prototyping to design, implementation, testing, and deployment—using AI-powered code generation, testing, and CI/CD tools to ensure speed and quality. 

Design and implement Observability products and features that are AI-native 

• Embedding intelligent capabilities such as automation, personalization, and predictive insights into the core of the user experience. 
• Act as a mentor to peers and junior engineers by sharing AI/ML and software engineering knowledge through code reviews, design sessions, and technical discussions. 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Proven experience designing and delivering AI-powered user experiences, including conversation design, LLM integration, prompt engineering, and retrieval-augmented generation (RAG).
• 1+ years of integrating Copliot/windsurf (or equivalent)
• 5+ years of experience in software engineering, with a track record of delivering high-quality products + reviews risks with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
• Strong knowledge of UX principles (human-centered design, trust, transparency, error recovery) and ability to apply them to autonomous and semi-autonomous AI agents. 
• Deep knowledge of Javscript, AJAX, JSON, HTML, XML, CSS, REST, High charts and associated frameworks 
• Passion for evaluating root causes with LLMs and problem solving, domain expertise preferred 
• Strong skills in Java and related frameworks 
• Strong skills in CI/CD pipelines, containerization (Kubernetes, Docker), and cloud-native deployments using AI-assisted tools 
• Strong in query language - SQL, Prometheus Query Language 
• Preferred: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 
• Excellent troubleshooting, debugging, and performance optimization skills in distributed and enterprise environments. 
• Strong collaboration and stakeholder communication skills, with the ability to influence product direction and champion AI-first design principles. 
• Preferred: Hands-on expertise with AI orchestration frameworks and building workflows for agentic or multi-agent systems.
• Development experiences on the ServiceNow Platform is a big plus.
• Proficiency in Python, Java, or similar object-oriented languages.
• Experience with modern front-end frameworks such as Angular, React, or Vue.
• Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization
• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines
• Understanding software quality principles including reliability, observability, and production readiness.
• Ability to troubleshoot complex systems and optimize performance across the stack.
• Experience with AI-powered tools or workflows, including validation of datasets, model predictions, and inference consistency.
• Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems

Why Join Us

• Build and deliver high-impact software that powers digital experiences for millions of users.
• Collaborate in a culture that values craftsmanship, quality, and innovation.
• Work symbiotically with AI and automation tools that enhance engineering excellence and drive product reliability.
• Be part of a culture that encourages innovation, continuous learning, and shared success.

• GCS-23 

For positions in this location, we offer a base pay of $128,900 - $219,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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