Senior Software Engineer

ServiceNow

Santa Clara (CA)

Hybrid

USD 143,000 - 243,000

Full time

3 days ago

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Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Senior Software Engineer for the GAIL Core Team in a distributed, customer-facing role. You will run engagements end to end, deploy AI features, and contribute to shared tooling and knowledge bases, raising the bar for the entire rotation.

Your experience includes 4+ years in software engineering, strong JS skills and at least one other language, plus hands-on work with GenAI in real customer environments. A bias for standards and mentorship is essential.

Qualifications

4+ years of software engineering experience, ideally with enterprise product work and customer or field delivery.
Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent).
Experience deploying or integrating AI features and GenAI models in real customer environments.
Familiarity with prompt engineering and tuning non-deterministic outputs for reliability and production-grade clarity.

Responsibilities

Run GAIL and Go-Live Support engagements end to end, owning delivery and outcomes for customers.
Own the GAIL playbook, apply gates and sequences, flag gaps to keep standards current.
Use and extend shared GAIL tooling, contribute improvements to the entire rotation.
Mentor incoming GAIL engineers through shadowing, pairing, and coaching.
Capture patterns and feed them into the knowledge base as reusable assets.
Meet the quality bar and hold your work to it consistently.
Surface field signals to Core Team and product partners.

Skills

Software engineering

JavaScript

Java or Python

AI deployment

Prompt engineering

Mentoring

Cross-functional communication

Standards adherence

Tools

Now Assist

AI Agents

Job description

Company 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.

Company Description

Join us to put AI to work for people.

Job Description

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, and senior expertise that makes every engagement, and every rotating engineer, better than the last.

As a Senior Software Engineer on the GAIL Core Team, you run engagements end to end, apply the standards that keep the practice consistent, and strengthen the tooling and knowledge base the whole program relies on. This is hands‑on, customer‑facing work. You carry real deployments to the finish line and raise your own level, and the level of the engineers next to you, with every engagement.

What You Get To Do In This Role

Run GAIL and Go‑Live Support engagements end to end, from enterprise deployments through to production go‑lies, owning delivery and outcomes for the customers you're assigned.
Own the GAIL playbook, understand it deeply, apply it with judgment, follow the required gates and sequences, and flag where it falls short, so the standard stays current.
Use and extend shared GAIL tooling, contributing improvements back so every engineer in the rotation benefits.
Support incoming GAIL engineers through shadowing, pairing, and coaching on early customer interactions.
Capture patterns from your engagements and feed them into the team's knowledge base as reusable assets.
Meet the quality bar the practice sets and hold your own work to it consistently.
Surface field signals from your customer engagements to the Core Team and product partners.

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 communication skills across technical and non‑technical audiences, including customer‑facing executive stakeholders.

For positions in this location, we offer a base pay of $143,200 - $243,400, 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, 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 globaltalentss@servicenow.com 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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