Senior Software Engineer

SmartRecruiters, Inc.; Santa Clara (CA); On-site; USD 143,000 - 243,000; Full time

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 seeks a Senior Software Engineer for the GAIL Core Team to drive end-to-end AI engagements, delivering enterprise deployments through production go-lives and expanding a durable playbook. You will mentor peers, extend tooling, and ensure consistent delivery standards in a fast-paced customer-facing environment.

You will work with the GAIL program to capture patterns, improve tooling, and coach engineers while maintaining a high bar for quality and reliability in all engagements.

Qualifications

• 4+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery.
• 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.

Responsibilities

• Run GAIL and Go-Live Support engagements end to end, from enterprise deployments through to production go-lives, 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 fallsshort, 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 fieldsignals from your customer engagements to the Core Team and product partners.

Skills

Software engineering

Customer delivery

GenAI deployment

Prompt engineering

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.

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 seniorexpertisethat 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-lives, owning delivery and outcomes for the customersyou'reassigned.

Own the GAIL playbook, understand it deeply, apply it with judgment, follow the required gates and sequences, and flag where it fallsshort,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 fieldsignalsfrom 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.
• 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 $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

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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