Staff AI Engineer — Agentic AI Platform

ServiceNow; Mountain View (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is seeking an experienced software engineer to expand our customer-facing agentic AI capabilities. You will join the Agentic AI Harness & Quality team, leveraging frontier LLMs, tools, and production infrastructure to tune, evaluate, and deploy AI agents at scale.

You will design high-performing AI systems, focus on latency, reliability, and end-to-end user experiences, and collaborate with Moveworks and ServiceNow teams to deliver impactful enterprise automation.

Qualifications

• Drive to ship product improvements with production-quality, fully unit-tested code and rigorously-evaluated updates to models, prompts, and context curation code.
• Solid grasp of LLM and agent evaluation fundamentals, especially for agent action trajectories, generated text, and non-uniform sampling regimes.
• Attention to detail and high standard of data quality for eval datasets.
• Thoughtfulness about API contracts and implications of exposing a platform feature to a given type of stakeholder or end user.
• Readiness to hit the ground running in a Mac development environment, programming in Python and/or Golang with the assistance of coding agents.
• Familiarity with industry standard agent architectures and large language models.
• Critical reading skill to catch subtle miscommunication bugs in English-language agent instructions.
• Ability to fix miscommunication bugs with precise writing and evals.
• Desire to move fast with a high degree of ownership.
• Drive to ship product improvements with production-grade code.
• Strong appetite for continuous incremental wins and completing challenging projects fast.
• High level of curiosity about engineering outside of immediate discipline and ongoing desire to learn and stay at the cutting edge of agentic AI.

Responsibilities

• Apply software engineering and compound AI system engineering to create lasting value for all our customers.
• Drive quality in agent behavior, both in terms of increasing success rate at achieving goals set by end users and decreasing misbehavior in the customer business environment.
• Take on exciting and difficult challenges in AI harness engineering, such as agent cognitive architecture, eval benchmark creation, context engineering, generative UI, dynamic agent orchestration, multimodal I/O, multilinguality, conversational memory management, reasoning strategies, grounding and verifiability for generated text, deployment safety, and automatic harness optimization.
• Read, discuss, and build on the latest AI research and open-source repositories and models.
• Research and develop innovative, scalable and dynamic solutions to hard problems.
• Use your knowledge of machine learning fundamentals and LLMs to improve the agentic harness and its AI components, evaluate with small-scale experiments and productionize solutions at scale.
• Partner closely with web and chat platform engineering teams to turn harness investments into delightful user experiences that wow our customers.

Skills

Python

Golang

LLMs

Agentic AI

API design

Testing

Data quality

CI/CD

Job description

ServiceNow is seeking an experienced software engineer to expand our customer-facing agentic AI capabilities. You will join the Agentic AI Harness & Quality team, leveraging frontier LLMs, tools, and production infrastructure to tune, evaluate, and deploy AI agents at scale.

You will design high-performing AI systems, focus on latency, reliability, and end-to-end user experiences, and collaborate with Moveworks and ServiceNow teams to deliver impactful enterprise automation.