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ServiceNow is seeking a Senior Staff Software Engineer to lead platform engineering across DevOps, Deployment, and Performance Engineering within the PAXE DevOps & Performance Engineering organization. This role sits at the intersection of developer productivity, AI-native tooling, and operational excellence.
As a technical anchor, you will drive strategy and execution for CI/CD pipeline enablement, cross-team AI development platform, and shift-left performance engineering. You will work closely with framework, UX, and other engineering teams to build infrastructure and tooling that powers how AI is built, tested, and delivered at ServiceNow.
Key responsibilities include:
**DevOps & Release Engineering:** Lead design and execution of CI/CD pipeline enablement to improve developer throughput and merge guidance. Own the Application Rating Tool and observability infrastructure, partnering with platform teams to surface actionable engineering metrics. Drive testing patterns across frameworks and applications. Build and maintain the IT initial triage agent, applying AI to automate first-line engineering support.
**Cross-Team Delivery Platform:** Own the cross-team platform roadmap. Architect and implement batch API strategies to avoid rate-limit thresholds and improve reliability. Build and iterate on the Pod Coach / Scrum Master agent, applying agentic AI to improve team delivery workflows. Drive MCP integration and lead weekly communications, demos, and governance meetings. Maintain documentation and program-level visibility.
**Performance Engineering:** Lead a shift-left performance strategy, embedding client, API, and page-load performance tooling earlier in development. Define and drive performance monitoring requirements for Lit-based frameworks and application-level workloads. Own Performance Tooling efforts, reporting infrastructure, and test data strategy. Coordinate with the broader Performance Engineering team on MCP integration and result triage workflows.
**Technical Leadership:** Act as a technical leader and mentor, setting engineering standards and driving code quality. Champion the use of AI to accelerate DevOps and platform engineering, including AI-assisted PR reviews, skill/agent development, deployment recommendations, test generation, and predictive monitoring. Partner with Engineering Managers and cross-functional teams to align on roadmap priorities and operational health.
**Requirements:**
- 12+ years of software engineering experience in high-traffic, cloud-based environments, with at least 3 years in a senior or staff-level individual contributor role
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Strong proficiency in Java and/or Python, with solid understanding of distributed systems, concurrency, and scalable service design
- Deep hands-on experience with CI/CD platforms (e.g., Jenkins, GitHub Actions) and modern DevOps tooling at scale, including pipeline design, build optimization, and release automation
- Expert-level knowledge of Kubernetes and container orchestration
- Strong observability and monitoring background with hands-on experience using Grafana, Prometheus, OpenTelemetry, or equivalent; able to design and instrument dashboards, alerts, and SLO/SLI frameworks
- Experience operating and debugging services on Kubernetes clusters, including log aggregation, tracing, resource profiling, and incident response
- Demonstrated experience building and operating developer productivity or internal platform tooling
- Understanding of performance engineering concepts including load testing, API latency profiling, page-load optimization, and shift-left testing strategies
- Track record of applying AI/ML or agentic AI to engineering workflows; experience with MCP, A2A, or AI-native development platforms is a strong plus
- Excellent cross-functional collaboration and communication skills; able to influence partner organizations and lead governance forums without direct authority
- Familiarity with the ServiceNow platform is a plus
