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ServiceNow is seeking a Staff Software Engineer to join the GAIL (Get AI Live) Core Team, the permanent foundation behind their program that deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization.
In this role, you will own the most complex GAIL and Go-Live Support engagements—large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most. You will set the quality standard for the entire practice and build the infrastructure that scales it. This is hands-on, customer-facing work with direct impact that compounds with every engagement you lead and every engineer you mentor.
Key responsibilities include:
- Lead the most complex GAIL and Go-Live Support engagements across large-scale enterprise deployments and high-stakes go-lives
- Own and evolve the GAIL playbook, keeping deployment standards, required gates, and prescribed sequences current and actionable across the program
- Build, maintain, and push shared GAIL tooling across all engagements to reduce reinvention and raise 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
- 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
ServiceNow is the AI control tower for business reinvention, helping 85% of the Fortune 500 work smarter, faster, and better through their AI-native platform.
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
