Sr Software Engineer ( AI Agents, Observability

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.

Job Description

Come join our team. We're rapidly expanding AI agents for Observability group and building a new generation of AI Agents designed to transform how enterprises investigate, respond to, and remediate critical incidents and alerts. Our mission is to reduce mean time to resolution (MTTR) by orders of magnitude, turning reactive firefighting into proactive, intelligent automation.

The AI agents for Observability combines the intelligence of large language models
, the predictive power of observability analytics
, and the judgment of human incident commanders
, all within the single governed process that runs on Service Now's enterprise-grade platform. This dramatically reduces the time and expertise required to triage a multi-service incident and enables organizations to maintain SLOs even as their infrastructure complexity grows.

What you get to do in this role:

• Design and architect the next generation of intelligent incident and alert investigation and remediation systems, enabling enterprises to automate away toil and focus on innovation.
• Drive the technical direction for assigned projects,defining architecture, design patterns, best practices and leveraging the latest AI/ML models for integrations.
• Collaborate with product managers, other software engineers, UX Designers and security experts to build product features that meet business objectives and security standards.
• Lead architecture reviews and technical decision-making on high-impact initiatives spanning multiple teams.
• Create tools, libraries, and frameworks for other developers to build upon
• Stay current with industry trends and emerging technologies and leverage them to drive innovation and improve our platform.
• Mentor and influence engineering excellence across the incident intelligence domain, helping colleagues apply emerging agentic patterns responsibly.

• 12+ years of experience building scalable software applications using Java or a similar object-oriented programming language
• Strong experience with JavaScript or Type Script and modern frontend engineering practices
• Strong foundation in data structures, algorithms, object-oriented design, and performance optimization
• Proven expertise in multi-agent systems design
  : orchestration frameworks, agent communication patterns, state management across distributed agents.
• Practical experience integrating foundation models and LLMs into production systems, with awareness of hallucination, latency, cost, and safety trade-offs.
• Proven ability to solve significant technical problems with broad impact across teams or product areas
• Demonstrated expertise in architecture, technical strategy, and driving complex initiatives from design through delivery
• Experience mentoring engineers and influencing engineering excellence through reviews, standards, and technical leadership
• Practical experience using AI-assisted coding tools to improve development workflows and engineering productivity
• Strong analytical and software design skills

For positions in this location, we offer a base pay of $190,900 - $334,100
, plus…