Job Description

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

Job Description

About the team

The CRM & Industry Workflows (CRM&I) engineering organisation builds the products behind ServiceNow's CRM vision: Workplace Service Delivery, Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation. Our teams operate from IDC, AMS, and EMEA, and our work spans foundational platform capabilities to the agentic experiences that define how enterprises serve their employees and customers.

AI is not a layer we are adding on top. It is the new baseline. We are rewriting how products are built, how engineers work, and what "done" means.

The role

As a Senior Software Engineer in the Workplace engineering team, you will build features for Workplace Service Delivery and its integrations with CSM and FSM, delivering employee and customer experiences that handle millions of service interactions for our largest enterprise customers.

This is not a role where AI is a productivity tool on the side. You will work AI-native: breaking problems into agent-sized tasks, curating the context that makes agent output reliable, and verifying what ships. You own a feature from specification to production, including its quality.

You will work independently with general guidance from your engineering manager and architect, partner closely with product, UX, and platform engineers, and document and present your designs within your team and across adjacent teams.

What you get to do

Own features end to end

• Turn loosely defined problems into clear, testable specifications and designs that both engineers and AI agents can act on.
• Build across the stack (UI, workflows, APIs, data model, integrations) and own the feature through release and production behaviour.
• Write design documents and present them to your team and adjacent teams.

Work AI-native, every day

• Use agentic coding tools as your default way of working: break work into agent-sized tasks, review output critically, and own its correctness.
• Contribute to the instruction files and agent-readable documentation that make agents effective.
• Help build AI-powered capabilities into Workplace products.
• Share what you learn about AI tools and techniques with your team.

Own quality, with no handoff

• Write your own unit, integration, and end-to-end tests.
• Build accessible, responsive, enterprise-grade experiences and hold your own work to that standard.

Qualifications

Qualifications

What you bring

• 5+ years building and shipping enterprise software with a Bachelor's degree, or 3+ years with a Master's.
• Track record of owning features end to end, from design through production, with little supervision.
• Strong grasp of data structures, algorithms, and system design.
• Full-stack proficiency: front end, back-end services and APIs, and relational data modelling.
• Ownership of quality: you write meaningful automated tests and think in edge cases and failure modes, without relying on a separate QE function.

How you work

• Hands-on experience delivering real work with AI coding tools and AI-assisted workflows, and you keep up as they change.
• Working understanding of LLM fundamentals (context, retrieval, embeddings, hallucination) sufficient to debug model-driven behaviour.
• Awareness of AI-specific security risks, such as prompt injection, data leakage, and tool-access governance, and the engineering controls that address them.
• Strong ownership, comfort deciding under uncertainty, and clear written and verbal communication.

Even better if you have

• Experience with the ServiceNow platform.
• Exposure to multi-tenant SaaS and the realities of shipping to thousands of enterprise customers.
• Experience building agents or RAG-based features, including evaluation and observability.
• Domain experience in CRM, ITSM, or WSD.
• Experience working with distributed teams across time zones, or working directly with customers to unblock adoption.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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.

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