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ServiceNow is seeking a Staff Software Engineer to join the GAIL (Get AI Live) Core Team in Tokyo. The GAIL program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The Core Team serves as the permanent institutional foundation—owning tooling, setting quality standards, and building the infrastructure that scales the program.
In this role, you will lead the most complex GAIL and Go-Live Support engagements, including large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience are critical. You will own and evolve the GAIL playbook, ensuring deployment standards, required gates, and prescribed sequences remain current and actionable across the program. You'll build and maintain shared GAIL tooling that reduces reinvention and raises the floor for every engineer in the rotation.
You will mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions. You'll capture patterns from complex deployments and feed them into the team's knowledge base, turning hard-won lessons into reusable assets. You'll drive quality standards across the GAIL practice, defining what great looks like and holding the line on it. You'll also partner with product and engineering to surface field signal from customer engagements and close the feedback loop.
This is hands-on, customer-facing work—not theoretical process—and it compounds in impact with every engagement you lead and every engineer you bring up behind you. ServiceNow is the AI control tower for business reinvention, helping 85% of the Fortune 500 work smarter, faster, and better.
Requirements:
- 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 more additional languages (Java, Python, or equivalent), with a track record of 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 and own that call with clear reasoning
- A builder's instinct for shared tooling and reusable patterns; you don't reinvent the wheel when 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
- Full professional fluency in Japanese speaking required
