Software Engineer, AI Engineer (Applied​/Software)

Company Description

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.

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and seniorexpertisethat makes every engagement, and every rotating engineer, better than the last.

As aStaff Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — nottheoreticalprocess — and it compounds in impact with every engagement youlead,and every engineer you bring up behind you.

What you get to do in this role:

• Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-liveswheredepth and experience matter most.

• Own and evolve the GAIL playbook — keeping deployment standards,required gates, and prescribed sequences current,accurate, and actionable across the program.

• Build,maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation.

• Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.

• Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team.

• Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it.

• Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.

• 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery.
• Strong coding ability in JavaScript and one or moreadditionallanguages (Java, Python, or equivalent), witha track recordof building and shipping production-quality solutions.
• Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments.
• Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity.
• A bias for standards over shortcuts — you know when a playbook gate applies, when itdoesn't, and you own that call with clear reasoning.
• A builder's instinct for shared tooling and reusable patterns — youdon'treinvent the wheelwhen you can build something the whole program can use.
• The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example.
• Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders.

For positions in this location, we offer a base pay of $149,800 - $262,200
, plus equity (when applicable), variable/incentive compensation and benefits. Sales…