Senior Staff Applications Development Engineer

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.

We are the Industry Vertical Engineering team  design and build specialized software solutions tailored to the unique workflows, data models, and regulatory compliance needs of specific sectors, with a particular focus on high-tech and adjacent regulated industries such as telecommunications, healthcare, financial services, and manufacturing, rather than relying on generic, one-size-fits-all solutions.

We are building the next generation of industry-specific enterprise applications, and increasingly these applications are AI-native: their core behavior is model-driven rather than explicitly authored. They interpret user intent, reason over context, invoke tools, and act on the user's behalf, all while respecting the complex business workflows, specialized data models, and evolving regulatory requirements of the industries we serve.

As a Senior Staff Software Engineer, you will design, build, ship, and operate AI-native industry applications whose most important logic often lives in natural language (instructions, prompts, tool descriptions, and guardrails) as much as in code. You will work across the full software development lifecycle, and often embedded directly with customers as a forward deployed engineer, building against their data, integrations, and channels.

Alongside hands‑on delivery, you will drive engineering excellence, mentor other engineers, and influence architecture and long‑term platform direction across multiple teams.

What you get to do in this role:

Design, build, and deliver scalable, AI-native enterprise applications for industry-specific workflows, data models, and compliance requirements, along with the integrations and channels that make them usable in production.

Build agentic behavior into those applications: intent interpretation, multi‑step reasoning, tool and function invocation, and action on the user's behalf, delivered through conversational experiences across chat (and voice where the use case calls for it) that hold context and hand off cleanly between automated and human agents.

Design AI-driven autonomous workflows: decompose business processes into the steps and decision points an agent can execute, decide where autonomy is appropriate and where a human checkpoint is required, and define how exceptions, retries, and hand‑back to a person are handled.

Author and maintain agentic instructions (system instructions, role definitions, tool descriptions, guardrails, and escalation rules) as versioned engineering artifacts under review and regression coverage, not configuration text.

Engineer prompts for reliability rather than demo quality, iterating against measured outcomes: task decomposition, golden examples, structured output schemas, grounding and citation, graceful failure, and token and latency cost.

Build automated evaluation and test non‑deterministic behavior: golden datasets, multi‑turn conversation suites, model‑as‑judge scoring calibrated to human review, CI gates,…