Senior Software Engineer

ServiceNow; Waltham (MA); On-site; USD 129,000 - 219,000; Full time

Benefits offered by this job

Equity

401(k) with match

ESPP

Donations matching

Flexible time off

Family leave

Job summary

ServiceNow is seeking a Staff Software Engineer for the GAIL Core Team. You will lead the most complex engagements, set quality standards, and build scalable infrastructure while mentoring others in a hands-on, customer-facing role.

This position emphasizes producing reliable, production-grade AI features in real customer environments. Join a team delivering measurable value through enterprise AI deployments, with equity options, 401(k) matching, ESPP, and flexible time off.

Qualifications

• 4+ years of software engineering experience, including enterprise product work and customer delivery.
• Strong coding ability in JavaScript and Java or Python, with production-quality solutions.
• Experience deploying or integrating AI features/GenAI models in real customer environments.
• Familiarity with prompt engineering and tuning outputs for reliability.
• Bias toward standards: know when a playbook gate applies and own the decision.
• Mentor and uplift engineers through structured onboarding and coaching.
• Excellent written and verbal communications for technical and non-technical stakeholders.

Responsibilities

• Lead the most complex GAIL engagements and ensure high-quality Go-Live outcomes.
• Evolve and maintain the GAIL playbook with standards and gates.
• Develop and push shared GAIL tooling to reduce reinvention across engagements.
• Mentor incoming GAIL engineers through onboarding and coaching.
• Capture deployment patterns and feed them into the knowledge base.

Skills

JavaScript

Java/Python

AI deployment

Prompt engineering

Mentoring

Communications

Enterprise product

Tools

GenAI platforms

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.

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 ownership, and seniorexpertisethat makes every engagement, and every rotating engineer, better than the last.

As aStaff Software Engineeron 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.

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 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.

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 [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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