Senior Software Engineer, Agentic AI

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Senior Staff Engineer, reporting to the Senior Director of engineering serves as a trusted engineering lead, collaborating with other engineering leads, architects, and cross‑functional partners across one of Service Now’s most strategic organizations, Connected Customer Experience.

• Design and build AI agents that guide users through complex workflows in customer support.
• Collaborate cross‑functionally with TPM, PM and platform teams to translate business goals into Agentic solutions.
• Define best practices and framework for prompt engineering, agent evaluation, and agent self‑learning across different Agentic solutions.
• Develop across the full web technology stack, including JavaScript, Angular
  
  JS, React, HTML, CSS, and SQL.
• Design, develop, and optimize next‑generation AI Agents that power intelligent automation and enhance user experiences.
• Contribute within a Scrum‑based Agile environment that prioritizes hands‑on coding and continuous delivery over heavy documentation and meetings.
• Partner with Connected Customer Experience (CCX) product teams to understand requirements and take ownership of features—from design and implementation to testing and delivery.
• Build intuitive, configurable software that supports diverse customer needs and enables easy adoption and customization.
• Play a key role in both the enhancement of existing products and the design and implementation of new features within the CCX portfolio.
• Share knowledge, provide guidance, and contribute to a culture of learning and collaboration across the team.
• Typically requires a minimum of 15 years of related experience building enterprise‑grade applications.
• 10+ years of Full Stack Development using Java script/ Java or related OOP (expertise in end‑end application development, maintenance, & deployment covering all platform and UI/UX aspects).
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the developer productivity (Usage of Open AI, Windsurf, Cursor etc.).
• Exposure to or hands‑on experience with GenAI solutions, including Retrieval‑Augmented Generation (RAG), Large Language Models (LLMs), or Agentic AI systems.
• Proficient in modern UI frameworks such as Angular or React, with strong JavaScript development skills.
• Experience working across multiple technology stacks, including cloud platforms, messaging systems, monitoring tools, and web infrastructure.
• Cloud Platforms:
  Azure, AWS
• Messaging Systems:
  Kafka, Dell Boomi
• Monitoring Tools:
  Splunk, Catchpoint
• Web Infrastructure: API Gateways, CDNs
• Passion for JavaScript and the Web as a platform, reusability, and componentization.
• Advanced knowledge of data structures, algorithms, design patterns, and software performance tuning.
• Advanced experience working with relational databases including development, troubleshooting and performance optimization.
• Demonstrated ability to lead technical initiatives and collaborate across teams without formal authority.
• Experience in end‑end Custom Application development on Service Now platform is added advantage.
• Excellent communication and interpersonal skills; able to translate complex concepts for various audiences.
• Strong organizational skills with the ability to manage and prioritize multiple complex initiatives.
• Operate with a higher degree of autonomy, level‑head, acting as a force multiplier by identifying and solving ambiguous,…