Senior AI Agents & Observability Engineer

ServiceNow; Santa Clara (CA); Hybrid; USD 191,000 - 334,000; Full time

Job summary

ServiceNow in the United States is seeking a senior software engineer to help design and implement intelligent incident and alert investigation systems using AI agents on the ServiceNow platform.

You will drive architecture, work with product managers, engineers, UX designers and security experts, and mentor teams to adopt advanced AI-enabled workflows while ensuring security and performance across large-scale environments.

Qualifications

• 12+ years of experience building scalable software applications using Java or a similar OO language
• Strong experience with JavaScript or TypeScript and modern frontend engineering practices
• Strong foundation in data structures, algorithms, object-oriented design, and performance optimization
• Proven expertise in multi-agent systems design: orchestration frameworks, agent communication patterns, state management across distributed agents
• Practical experience integrating foundation models and LLMs into production systems with awareness of hallucination, latency, cost, and safety trade-offs
• Proven ability to solve significant technical problems with broad impact across teams or product areas
• Demonstrated expertise in architecture, technical strategy, and driving complex initiatives from design through delivery
• Experience mentoring engineers and influencing engineering excellence through reviews, standards, and technical leadership
• Practical experience using AI-assisted coding tools to improve development workflows and engineering productivity
• Strong analytical and software design skills

Responsibilities

• Design and architect the next generation of intelligent incident and alert investigation and remediation systems, enabling enterprises to automate away toil and focus on innovation
• Drive the technical direction for assigned projects, defining architecture, design patterns, best practices and leveraging the latest AI/ML models for integrations
• Collaborate with product managers, other software engineers, UX Designers and security experts to build product features that meet business objectives and security standards
• Lead architecture reviews and technical decision-making on high-impact initiatives spanning multiple teams
• Create tools, libraries, and frameworks for other developers to build upon
• Stay current with industry trends and emerging technologies and leverage them to drive innovation and improve our platform
• Mentor and influence engineering excellence across the incident intelligence domain, helping colleagues apply emerging agentic patterns responsibly

Skills

Java

JavaScript/TypeScript

Data structures

Multi-agent systems design

Foundation models & LLMs

Architecture & leadership

Mentoring engineers

AI-assisted coding tools

Job description

ServiceNow in the United States is seeking a senior software engineer to help design and implement intelligent incident and alert investigation systems using AI agents on the ServiceNow platform.

You will drive architecture, work with product managers, engineers, UX designers and security experts, and mentor teams to adopt advanced AI-enabled workflows while ensuring security and performance across large-scale environments.