Principal Full-Stack Engineer, Team

Position: Principal Full-Stack Engineer, Experience Team
Company Description

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.

Job Description

Team & Role:

This role is part of our Experience Team (UX/UI). Service Now is transforming how enterprise knowledge is created, delivered, and consumed. We're moving from a world where large teams of writers produce content manually to one where AI-powered, agentic systems generate, classify, and deliver the right knowledge to the right person at the right moment - across millions of users worldwide.

This role sits at the center of that transformation. You will design and build the engineering infrastructure that makes agentic content creation possible at scale: automation pipelines, AI tooling, LLM integrations, and the systems that connect Service Now's knowledge platforms into a unified, intelligent content engine.

This is a high-autonomy, high-impact role. You won't be handed a roadmap - you'll help define one. If you are energized by building systems that fundamentally change how work gets done, and want to do it at the scale of one of the world's leading enterprise software companies, this is that role.

What you get to do in this role:

* Architect and build automation pipelines that replace high-volume, repeatable content tasks - shifting the team from manual production to AI-native delivery.

* Design and develop LLM-powered tooling that enables agentic content creation workflows, including prompt libraries, evaluation frameworks, and orchestration systems.

* Build and maintain integrations across Service Now's content platforms, knowledge management systems, and AI services - creating the infrastructure for a unified knowledge engine.

* Develop MCP server configurations and agentic workflow tooling that extend AI capabilities directly into writer and engineer workflows.

* Partner with Digital Technology teams to connect content systems to the broader Service Now platform ecosystem, including search, taxonomy, and digital experience surfaces.

* Define engineering standards and architectural patterns that scale AI tooling across the team and organization.

* Operate as a technical thought leader - shaping strategy, influencing platform decisions, and bringing a point of view on where AI and automation create the most leverage.

Qualifications

Preferred Qualifications:

* 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 function or industry.

* 10+ years of software engineering experience with a strong background in systems development, backend engineering, or platform infrastructure.

* Demonstrated experience building production-grade automation pipelines, workflow systems, or AI-powered tooling.

* Proficiency in Python and/or JavaScript/Node.js; comfort designing across the full stack.

* Experience integrating with APIs, content platforms, knowledge management systems, or enterprise data systems.

* Ability to operate with high autonomy - defining scope, setting direction, and delivering end-to-end without a fully paved path.

* Strong communication skills with the ability to engage technical and non-technical stakeholders equally well.

Basic Qualifications:

* Hands-on experience with LLM APIs (Anthropic, OpenAI, or similar), agentic workflow design, or prompt engineering at scale.

* Familiarity with MCP (Model Context Protocol) server architecture or AI agent orchestration frameworks.

* Experience with content automation, structured content systems (e.g. DITA), or knowledge graph infrastructure.

* Background in SaaS or enterprise technology environments.

* Experience working with open source tooling ecosystems and developer workflow infrastructure.

For positions in this location, we offer a base pay of $199,100 - $348,400, 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…