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ServiceNow's CRM & Industry Workflows engineering organization is seeking a Senior Software Engineer to build features for Workplace Service Delivery and its integrations with Customer Service Management and Field Service Management. You will deliver employee and customer experiences handling millions of service interactions for enterprise customers.
This role is fundamentally AI-native. You will break problems into agent-sized tasks, curate context for reliable agent output, and verify what ships to production. You own features end-to-end: from specification through design, implementation across the full stack (UI, workflows, APIs, data models, integrations), testing, and production behavior.
Key responsibilities include:
- Turning loosely defined problems into clear, testable specifications and designs that both engineers and AI agents can act on
- Building across the stack and owning features through release and production
- Writing design documents and presenting them to your team and adjacent teams
- Using agentic coding tools as your default workflow: breaking work into agent-sized tasks, reviewing output critically, and owning correctness
- Contributing to instruction files and agent-readable documentation that make agents effective
- Building AI-powered capabilities into Workplace products
- Sharing learnings about AI tools and techniques with your team
- Writing unit, integration, and end-to-end tests
- Building accessible, responsive, enterprise-grade experiences and holding your work to that standard
You will work independently with general guidance from your engineering manager and architect, partner closely with product, UX, and platform engineers, and operate within a distributed team across IDC, AMS, and EMEA regions.
QUALIFICATIONS:
Required:
- 5+ years building and shipping enterprise software with a Bachelor's degree, OR 3+ years with a Master's degree
- Track record of owning features end-to-end, from design through production, with minimal supervision
- Strong grasp of data structures, algorithms, and system design
- Full-stack proficiency: front-end, back-end services and APIs, and relational data modeling
- Ownership of quality: write meaningful automated tests, think in edge cases and failure modes, without relying on separate QE function
- Hands-on experience delivering real work with AI coding tools and AI-assisted workflows
- Working understanding of LLM fundamentals (context, retrieval, embeddings, hallucination) sufficient to debug model-driven behavior
- Awareness of AI-specific security risks (prompt injection, data leakage, tool-access governance) and engineering controls that address them
- Strong ownership, comfort deciding under uncertainty, and clear written and verbal communication
Preferred:
- Experience with the ServiceNow platform
- Exposure to multi-tenant SaaS and shipping to thousands of enterprise customers
- Experience building agents or RAG-based features, including evaluation and observability
- Domain experience in CRM, ITSM, or Workplace Service Delivery
- Experience working with distributed teams across time zones or directly with customers to unblock adoption
