Software Engineer - UI​/UX

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.

For this position, we are open to fully remote as well as the following office locations
:
San Diego, CA;
Orlando, FL;
Atlanta, GA;
Chicago, IL;
Waltham, MA

The Service Now engineering organization is a dynamic group of builders, thinkers, and problem-solvers dedicated to delivering scalable, AI-powered software products that elevate how organizations work. We value clean architecture, intuitive user experiences, and a culture of continuous improvement. Every engineer here plays a key role in shaping the quality and reliability of our products.

About the Team

We are seeking a Staff Software Engineer to lead the design and engineering of next-generation human–AI experiences in Service Now Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of UX design, AI/LLM technology, and software engineering, focusing on building intuitive, trustworthy, and adaptive interfaces for AI-powered observability products.

As a Staff-level contributor, you will drive strategy, design, and execution of AI-powered observability products, shaping how users interact with agentic AI systems. You will partner closely with designers, product managers, customers and engineers to bring human-centered AI experiences to life.

What you get to do in this role:

• Lead the design and development of the next generation of AI-powered, agentic user experiences, blending innovation, usability, and trust.
• Partner with global teams to drive end-to-end product design and implementation, owning features from design through delivery.
• Define and standardize best practices across the development cycle, including design, code reviews, automation, and integration of AI orchestration and retrieval systems (RAG).
• Research and adopt emerging AI, UX, and multi-modal interaction technologies to improve scalability and productivity.
• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer-specific needs.
• Integrate automated testing into development workflows to ensure consistent quality across releases.
• Participate in design and code reviews to ensure best practices in performance, maintainability, and testability.
• Develop comprehensive test strategies covering functional, regression, integration and performance aspects
• Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality
• Promote a culture of engineering craftsmanship, knowledge-sharing, and thoughtful quality practices across the team.

To be successful in this role you have:

• Experience in leveraging critical 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.
• 8+ years of experience in software engineering with a Bachelor's Degree; OR 6+ years with a Master's Degree; OR 3+ years with a PhD.
• A demonstrated track record of delivering high-quality products.
• Expert-level skills with modern front-end frameworks such as React, Angular, or Vue.
• Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization
• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines
• Understanding software quality principles,…