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ServiceNow is seeking a Senior Software Engineer to design and build features across CSM Playbooks and customer service workflows, including case and work order management and guided agent experiences. You will own complex components end-to-end, working closely with product, design, and adjacent platform teams to ship workflows that agents and customers rely on daily.
In this role, you will build high-quality, scalable, clean, and reusable applications and integration solutions using the ServiceNow platform. You will partner with product owners to understand detailed requirements and own your code from design through implementation, test automation, and delivery. You will design and develop scalable, maintainable software components with strong emphasis on performance and reliability, and own critical technical initiatives from planning to deployment.
You will explore the latest ServiceNow features for adoption, develop proof-of-concept and prototype solutions to validate architectural decisions, and establish best practices around platform development, integrations, and performance optimization. You will foster a culture of continuous learning by sharing best practices in engineering and quality, and mentor and guide engineers to foster technical excellence and professional growth.
ServiceNow CRM helps companies sell, fulfill, and service customers on one AI-powered platform, spanning Customer Service Management, Field Service Management, and Sales CRM. The role emphasizes bringing strong engineering fundamentals, a bias for quality at scale, and a drive to make customer-facing processes faster and more intelligent with AI.
**Requirements:**
- 5+ years of software engineering with a record of technical direction adopted beyond your immediate team
- Effective, accountable use of AI coding assistants and agents
- Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building evaluation that verifies them
- Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement—including at least one model or orchestration migration carried through production
- Experience in system design, APIs, data modeling, and testing across front-end, server-side, and relational data work with high quality mindset
- Experience with software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks
- Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG, Playwright) and integrating tests into CI/CD pipelines
- On-call and incident-command experience on customer-facing systems, including ownership of systemic fixes that followed
- Ability to troubleshoot complex systems and optimize performance across the stack
- Bachelor's degree in CS, software engineering, or related technical field, or equivalent practical experience
**Nice to have:**
- Experience using AI coding tools such as Claude or Codex
- CRM domain knowledge and working experience
