Sr Staff Software Engineer ( AI Agents, Observability)

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

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

Job Description

Come join our team. We're rapidly expanding AI agents for Observability group and building a new generation of AI Agents designed to transform how enterprises investigate, respond to, and remediate critical incidents and alerts. Our mission is to reduce mean time to resolution (MTTR) by orders of magnitude, turning reactive firefighting into proactive, intelligent automation.

The AI agents for Observability combines the intelligence of large language models, the predictive power of observability analytics, and the judgment of human incident commanders, all within the single governed process that runs on ServiceNow's enterprise-grade platform. This dramatically reduces the time and expertise required to triage a multi-service incident and enables organizations to maintain SLOs even as their infrastructure complexity grows.

What you get to do in this role:

• 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.

Qualifications

• 12+ years of experience building scalable software applications using Java or a similar object-oriented programming 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

For positions in this location, we offer a base pay of $190,900 - $334,100, 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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