Senior Staff AI-Native Software Engineer - Agentic Systems

ServiceNow

Senior Staff AI-Native Software Engineer - Agentic Systems

Posted 8 Hours Ago

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Hiring Remotely in Santa Clara CA USA

Remote or Hybrid

201K-352K Annually

Senior level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

Design and operate production-grade agentic AI systems focusing on multi-agent architectures and ensuring safety and reliability for enterprise workflows.

Summary Generated by Built In

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 ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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
PLATO (Platform Engineering and AI Technology Organization) is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist AI Agents and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure - prioritizing robustness performance safety and real-world customer impact at scale.
Why Join Us
Intelligence is commoditizing. Context and execution are not. With 85B+ workflows 6.5T transactions a year and 85% of the Fortune 500 on our platform we are building the system that makes AI actually work inside the enterprise - Sense Decide Act Govern.
You will help build production agentic AI at Fortune 500 scale - with real customers real workflows and real consequences. Three problems sit at the frontier of what we do:

Autonomous Enterprise (Sense → Decide → Act). Self-driving business processes across IT HR CRM and finance - not a foundation model making guesses. The CMDB Workflow Data Fabric and Knowledge Graph give our agents context no frontier lab can replicate.
Omni-channel AI Resolution (Act at Scale). Production AI across voice chat and computer-use agents plus generative UI. Live with multiple Fortune 500 customers today - not demos.
AI Control Tower (Govern). Automated discovery and governance of AI assets - identity entitlements audit-grade compliance. Every agentic system needs this layer; nobody else has it.

Our blueprint: SENSE (any data) → DECIDE (any AI model) → ACT (any workflow) → GOVERN (identity + governance). You will build the substrate that connects all four.
You identify the right problems before they become roadblocks design for production from day one innovate with discipline and own outcomes end-to-end - with equal care for correctness latency cost and customer impact.
What You Get to Do in This Role
In this role you will design build and operate production-grade agentic AI systems embedded across ServiceNow's platform - bringing a consumer-tech mindset to enterprise problems: think in systems ship fast and move frontier AI into production at massive scale.

Agentic systems. Design and deploy autonomous agentic architectures - multi-agent coordination tool use planning loops memory and failure recovery - that operate reliably in production.
ServiceNow data moat. Orchestrate agentic workflows that reason over the CMDB Workflow Data Fabric and Knowledge Graph - the enterprise context no frontier model can replicate.
Trust and safety. Build guardrails observability and human-in-the-loop controls that make agentic systems safe to run at Fortune 500 scale.
Search and retrieval. Contribute to the RAG and hybrid search stack - ingestion embeddings lexical and semantic retrieval re-ranking grounding and evaluation - tuned for precision and low latency across massive enterprise corpora.
Frontier model integration. Build with AI-native SDKs (Anthropic Google OpenAI) evaluate trade-offs and integrate models into the Sense → Decide → Act → Govern platform.
Platform services. Architect AI-native services embedded into core product workflows so agentic and retrieval primitives are reusable across the platform - AI as foundational infrastructure not bolt-on features.
Production AI operations. Partner with MLOps and platform teams on CI/CD for models evaluation harnesses and model observability - drift quality latency and cost.
Engineering leadership. Raise the bar through code reviews architecture and coaching on agentic and production AI practices.

Qualifications
To be successful in this role you have:

8+ years of software engineering experience with strong fundamentals in data structures algorithms software design and distributed systems.
Hands-on depth designing shipping and operating agentic systems in production - multi-agent orchestration tool and function calling planning loops memory failure recovery and agent evaluation.
Proven track record shipping and operating AI systems in real-world production environments - not prototypes.
Production-grade proficiency in Python; working knowledge of a systems language (Go Java or C++) is a plus.
Demonstrated depth with AI-native SDKs (Anthropic Google or OpenAI) - prompt engineering structured outputs and frontier-model evaluation patterns.
Working experience with RAG and retrieval in production - vector databases (Pinecone Weaviate Milvus or pgvector) lexical search (Elasticsearch or OpenSearch) and evaluation discipline (NDCG MRR recall@k faithfulness).
Nice to Have
Deeper specialization in any of: search and retrieval at scale distributed training and inference MLOps and model observability (MLflow Kubernetes Docker) or conversational and voice AI experiences.
CS or ML degree or equivalent with published work or open-source contributions in agentic systems retrieval or MLOps.
Hands-on experience with modern AI engineering tools (Cursor Claude Code Windsurf or equivalents) and exposure to LLM / SLM fine-tuning multimodal AI or inference optimization (Triton ONNX) in production.

For positions in this location we offer a base pay of $201300 - $352300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

Skills Required

8+ years of software engineering experience
Hands-on depth designing and operating agentic systems
Production-grade proficiency in Python
Experience with AI-native SDKs
Working experience with RAG and retrieval in production
CS or ML degree or equivalent

What the Team is Saying

ServiceNow Compensation & Benefits Highlights

Parental & Family Support—Paid leave is specified at 20 weeks for birthing parents and 12 weeks for non‑birthing parents complemented by Cleo parenting resources fertility education adoption assistance and caregiver support (Grayce Rethink). This breadth signals strong support for family planning and caregiving needs.
Leave & Time Off Breadth—Flexible paid vacation 12 paid holidays and additional company‑wide Wellbeing Days are described with vacation targets increasing with tenure. These elements create multiple avenues for rest and recharge beyond standard PTO.
Healthcare Strength—Comprehensive medical dental vision disability and life insurance are provided alongside mental‑health support via Lyra Counseling/EAP. Coverage breadth across physical and mental health indicates robust baseline protection.

Learn more about ServiceNow's Compensation & Benefits →

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The Company

HQ: Santa Clara CA

29000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 90% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™.Explore your future career with us visit www.servicenow.com/careers.From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible