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Salary: USD 143,200 - 243,400 / annual
ServiceNow is seeking a Senior Software Engineer (IC3) to design, build, test, and maintain cloud-native and AI-native software components with limited supervision. You will take ownership of medium-complexity features or components across the full development lifecycle from design through production support, while beginning to mentor junior engineers.
Key Responsibilities:
Software Development & Feature Ownership: Design, develop, test, and maintain AI-native software features and backend services independently. Take full ownership of medium-complexity features from design through deployment and production support. Contribute to technical specifications, implementation plans, prompt design, agent logic, and retrieval workflows. Build comprehensive unit tests, integration tests, and evaluation checks for AI features. Troubleshoot software defects, integration issues, and AI behavior problems in development and production. Follow secure coding practices including responsible handling of prompts, customer data, privacy, and AI safety guardrails. Work with cloud services, APIs, containers, and CI/CD pipelines. Proactively identify and fix technical debt.
ServiceNow Platform Development: Design and develop features and customizations on the ServiceNow platform independently. Architect ServiceNow workflows, business rules, and automations; implement client and server-side JavaScript/GlideScript. Design data models, forms, dashboards, and reports; optimize database queries. Integrate third-party AI/ML services and custom APIs with ServiceNow; build REST integrations and webhooks. Maintain and extend ServiceNow plugins and apps. Participate in platform upgrades and manage feature compatibility. Support customer implementations.
Communication & Collaboration: Communicate clearly with team members, stakeholders, and cross-functional partners on technical topics. Provide regular updates on assigned work, risks, blockers, and delivery progress. Explain technical choices, implementation trade-offs, and AI limitations to technical and non-technical audiences. Participate actively in design discussions, code reviews, sprint planning, and retrospectives. Share knowledge with junior engineers through pair programming and mentoring. Work collaboratively with product, design, and other engineering teams.
Technical Ownership & Quality: Own medium-complexity features from design through delivery and production support. Review code from peers and provide practical feedback. Support root cause analysis for customer-reported issues. Mentor junior engineers informally. Participate in on-call support for assigned components. Drive improvements to development tools, testing infrastructure, and deployment processes. Learn from production incidents.
Customer Support & Success: Engage with customers to understand and resolve complex technical issues. Participate in customer issue triage, investigation, and root cause analysis. Provide technical guidance on application usage, configuration, and troubleshooting. Contribute to customer documentation and internal runbooks. Support critical customer escalations. Gather customer feedback and communicate product improvement opportunities.
Requirements:
- 5+ years of software development experience with a Bachelor's degree; OR 3+ years with a Master's degree; OR a PhD without experience; OR equivalent work experience
- 1+ years of hands-on experience with LLM prompt engineering, AI/ML API integration, or similar AI-native development
- 1+ years of hands-on experience developing applications or customizations on the ServiceNow platform
- Strong proficiency in Python, Java, or JavaScript; growing proficiency across multiple languages
- Solid understanding of JavaScript/GlideScript and ServiceNow platform APIs and data models
- Experience with cloud platforms (AWS/GCP/Azure) and basic familiarity with managed AI services
- Solid understanding of relational and NoSQL databases; familiarity with vector databases is a plus
- Experience with RESTful APIs, microservices architecture, and modern backend frameworks
- Understanding of software testing practices; ability to write effective unit and integration tests
- Familiarity with CI/CD pipelines and automated testing frameworks
- Experience with version control systems and collaborative development workflows
- Strong problem-solving skills and ability to debug complex issues
- Good communication skills; ability to explain technical concepts to both technical and non-technical audiences
- Experience with Agile and Scrum development methodologies
- Demonstrated ability to take ownership of features and deliver them successfully
- Experience working with customers or in support-facing roles is a plus
- Familiarity with LLM orchestration frameworks (LangChain, LlamaIndex) or vector databases is a plus
- Understanding of AI/ML evaluation practices and responsible AI principles
