Staff AI Platform Engineer - GAIL Core Leader

ServiceNow; Massachusetts; 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 to own the hardest engagements and drive quality across the practice. You will lead large-scale enterprise deployments, mentor engineers, and shape the deployment playbook while building reusable tooling that elevates the whole program.

You will partner with product and engineering to surface field signals, refine AI capabilities, and ensure production-grade results across customer environments.

Qualifications

• 6+ years of software engineering experience including enterprise product work.
• Strong coding ability in JavaScript and one or more languages (Java, Python) with production-quality delivery.
• Experience deploying or integrating AI features and GenAI models in real customer environments.
• Familiarity with prompt engineering and tuning outputs for reliability.

Responsibilities

• Lead the most complex GAIL and Go-Live engagements for large-scale deployments and escalations.
• Own and evolve the GAIL playbook with deployment standards and gates.
• Build and push shared GAIL tooling across engagements to raise the team baseline.
• Mentor and ramp incoming GAIL engineers through onboarding and coaching on customer interactions.
• Capture patterns from deployments and feed them into the knowledge base.

Skills

6+ years software engineering

JavaScript

Java

Python

GenAI deployment

Mentoring

Communication

Tools

Now Assist

AI Agents

Job description

ServiceNow is seeking a Staff Software Engineer for the GAIL Core Team to own the hardest engagements and drive quality across the practice. You will lead large-scale enterprise deployments, mentor engineers, and shape the deployment playbook while building reusable tooling that elevates the whole program.

You will partner with product and engineering to surface field signals, refine AI capabilities, and ensure production-grade results across customer environments.