SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ServiceNow is seeking a Senior Software Engineer (IC3) to design, build, and deliver agentic and conversational features for AI-Native ITSM. This role sits at the intersection of traditional software engineering and natural-language engineering, where you'll work with prompts, instructions, and tool definitions as versioned, tested artifacts alongside code.
You will build complete agentic features spanning the incident and request lifecycle—including intelligent request categorization, incident summarization and classification, and guided self-service resolution. You'll author and test agentic instructions (system prompts, tool definitions, guardrails, escalation rules), design evaluation sets, and build automated testing that verifies behavior across model versions and edge cases. You'll design and implement conversational experiences that hold context across turns, hand off cleanly to live agents, and work consistently across chat, voice, and API channels, with proper error recovery and graceful degradation.
Integration is core to the role: you'll connect LLM APIs, retrieval-grounded features, agent orchestration, and tool calling to ITSM data models and business logic, implementing structured output enforcement and validation. You'll design and operate automated evaluation frameworks—building golden datasets, multi-turn test suites, and scoring frameworks calibrated to human judgment—and implement CI gates and drift detection to make iteration on instructions and models safe.
You'll participate in production operations, monitoring conversation quality, containment, and error rates; investigating production issues; and tracing agentic reasoning to feed findings back into specifications. You'll mentor IC1-IC2 engineers on agentic instruction authoring, testing practices, and responsible AI principles. You'll also contribute to platform architecture with IC4 architects, identifying improvements and technical debt.
Requirements:
- 5–7 years of production software delivery, including direct experience with AI-native application features used by real customers
- Direct experience authoring prompts and instructions, designing autonomous workflows, or building evaluation for model-driven features (required, not preferred)
- Experience with LLM APIs, agent orchestration, function calling, and retrieval augmentation in production systems
- Strong proficiency in front-end development (modern frameworks), server-side development, data modeling, and API design (REST or GraphQL)
- Working understanding of evaluation metrics, embeddings, model behavior, and common failure modes
- Demonstrated ability to design comprehensive test suites, including automated testing of non-deterministic behavior
- Hands-on experience with CI/CD, containerized workloads, observability, and incident response
- Strong communication and ability to work across product, design, and engineering teams
- Bachelor's degree in computer science, software engineering, or related field, or equivalent practical experience
Preferred:
- ITSM domain knowledge (incident management, request fulfillment, knowledge management, service operations)
- Experience building or using evaluation frameworks, prompt management platforms, or tracing tools for AI applications
- Collaboration with conversation designers or UX professionals on dialogue and error handling
- Familiarity with ServiceNow ITSM, Flow Designer, UI Builder, or ATF
