Senior Software Engineer

ServiceNow; Massachusetts; Hybrid; USD 129,000 - 219,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away

Family leave

Job summary

ServiceNow seeks a Staff Software Engineer for the GAIL Core Team to own the hardest engagements and set quality standards. You will lead enterprise deployments, influence go-lives, and build scalable tooling that reduces reinvention across the program.

In this hands-on, customer-facing role, you will mentor engineers, capture deployment learnings, and collaborate with product and engineering to convert field feedback into reusable assets that lift the entire team.

Qualifications

• 4+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery.
• Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions.
• Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments.
• Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity.
• A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning.
• A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use.
• The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example.
• Strong communicationskills across technical and non-technical audiences, including customer-facing executive stakeholders.

Responsibilities

• Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-live where depth and experience matter most.
• Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program.
• Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation.
• Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.
• Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team.
• Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it.
• Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.

Skills

Software engineering

JavaScript

Java

Python

GenAI

Prompt engineering

Standards

Tooling

Mentoring

Communication

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and seniorexpertisethat makes every engagement, and every rotating engineer, better than the last.

As a Staff Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — nottheoreticalprocess — and it compounds in impact with every engagement youlead,and every engineer you bring up behind you.

What you get to do in this role:

• Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-liveswheredepth and experience matter most.

• Own and evolve the GAIL playbook — keeping deployment standards,requiredgates, and prescribed sequences current,accurate, and actionable across the program.

• Build,maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation.

• Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.

• Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team.

• Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it.

• Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.

• 4+ years of software engineering experience, ideally with a mix of enterprise product work and hands‑on customer or field delivery.
• Strong coding ability in JavaScript and one or moreadditionallanguages (Java, Python, or equivalent), witha track recordof building and shipping production-quality solutions.
• Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments.
• Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production‑grade clarity.
• A bias for standards over shortcuts — you know when a playbook gate applies, when itdoesn't, and you own that call with clear reasoning.
• A builder's instinct for shared tooling and reusable patterns — youdon'treinvent the wheelwhen you can build something the whole program can use.
• The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not justexample.
• Strong communicationskills across technical and non-technical audiences, including customer‑facing executive stakeholders.

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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [e-mail] 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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