Software Engineer, DevOps, Software Architect

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Service Now is seeking a highly motivated and experienced Staff Software Engineer for platform engineering across Dev Ops, Deployment, and Performance Engineering functions within the PAXE Dev Ops & Performance Engineering organization. This role sits at the intersection of developer productivity, AI-native tooling, and operational excellence, owning the systems and practices that enable teams to ship with speed and confidence.

As a technical anchor on the team, you will drive the strategy and execution for CI/CD pipeline enablement, the cross team AI development platform, and shift-left performance engineering. You will work closely with partner organizations including framework, UX and other engineering teams to build the infrastructure and tooling that powers how AI is built, tested, and delivered cess in this role requires strong cross-functional collaboration aligning on developer experience, end-to-end delivery, and platform teams on observability and release quality.

This role offers high executive visibility and the opportunity to shape foundational engineering practices across the organization.

• Contribute to design and execution of CI/CD pipeline enablement, working with devProd to improve developer throughput, greenlight processes, and merge guidance.
• Own the Application Rating Tool and observability infrastructure, partnering with platform teams to surface actionable engineering metrics via a centralized dashboard.
• Drive projects technically, establishing scalable testing patterns across frameworks and applications built on Karuna.
• Build and maintain the IT initial triage agent, applying AI to automate first-line engineering support.

• Own the cross team platform roadmap.
• Architect and implement batch API strategies to avoid API rate-limit thresholds and improve platform reliability.
• Build and iterate on the Pod Coach / Scrum Master agent, applying agentic AI to improve team delivery workflows.
• Drive MCP integration and lead weekly communications, demos, and governance meetings to align stakeholders and scale adoption.
• Maintain documentation and program-level visibility.

• Lead a shift-left performance strategy, embedding client, API, and page-load performance tooling earlier in the development lifecycle.
• Define and drive performance monitoring requirements for Lit based framework and application-level workloads.
• Own the Performance Tooling efforts, reporting infrastructure, and test data strategy.
• Coordinate with the broader Performance Engineering team on MCP integration and result triage workflows.

• Act as a technical leader and mentor, setting engineering standards, driving code quality, and fostering a culture of continuous improvement.
• Champion the use of AI to accelerate Dev Ops and platform engineering including AI-assisted PR reviews, skill/agent development, deployment recommendations, test generation, and predictive monitoring.
• Partner with Engineering Managers and cross-functional teams to align on roadmap priorities,…