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Salary: USD 143,200 - 243,400 / annual
ServiceNow is seeking a Senior Software Engineer to join the GAIL (Get AI Live) Core Team, the permanent foundation behind the company's program to deploy engineers directly into strategic customer engagements for real AI adoption and measurable value realization.
In this role, you will run GAIL and Go-Live Support engagements end to end, from enterprise deployments through production go-lives, owning delivery and outcomes for assigned customers. You will own and apply the GAIL playbook with judgment, flagging where standards fall short to keep them current. You'll use and extend shared GAIL tooling, contributing improvements back so every engineer in the rotation benefits.
This is hands-on, customer-facing work. You will support incoming GAIL engineers through shadowing, pairing, and coaching on early customer interactions. You'll capture patterns from engagements and feed them into the team's knowledge base as reusable assets. You'll surface field signals from customer engagements to the Core Team and product partners, and meet the quality bar the practice sets consistently.
The role combines technical depth with mentorship and cross-functional collaboration. You'll work with technical and non-technical audiences, including customer-facing executive stakeholders, to drive successful AI deployments at enterprise scale.
REQUIREMENTS:
- 4+ 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; ability to 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 engineers around you through direct coaching, not just example
- Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders
