Staff AI Engineer, GAIL Core - Lead Complex Deployments

ServiceNow; New York (NY); Hybrid; USD 150,000 - 262,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Staff Software Engineer for the GAIL Core Team. You will own the hardest engagements, set quality standards, and build scalable infrastructure that supports enterprise AI deployments.

This is hands-on, customer-facing work that compounds in impact with every engagement you lead and every engineer you elevate. You will mentor engineers, evolve the GAIL playbook, and craft reusable tooling while partnering with product and engineering to surface field signals and close

Qualifications

• 6+ 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 — 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 communicationskills across technical and non-technical audiences, including customer-facing executive stakeholders.

Responsibilities

• Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-live where depth and experience matter most.
• Own and evolve the GAIL playbook — keeping deployment standards, required gates, 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.

Skills

6+ years software engineering

AI deployment

Prompt engineering

Standards-driven

Shared tooling

Mentoring

Strong communication

Tools

Now Assist

AI Agents

Job description

ServiceNow is seeking a Staff Software Engineer for the GAIL Core Team. You will own the hardest engagements, set quality standards, and build scalable infrastructure that supports enterprise AI deployments.

This is hands-on, customer-facing work that compounds in impact with every engagement you lead and every engineer you elevate. You will mentor engineers, evolve the GAIL playbook, and craft reusable tooling while partnering with product and engineering to surface field signals and close