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Salary: USD 149,800 - 262,200 / annual
ServiceNow is seeking a Staff Software Engineer for platform engineering within the PAXE DevOps & Performance Engineering organization. This is a technical anchor role at the intersection of developer productivity, AI-native tooling, and operational excellence, owning systems and practices that enable teams to ship with speed and confidence.
You will drive strategy and execution across three core areas:
**DevOps & Release Engineering:** Design and execute 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 via centralized dashboards. Establish scalable 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 to align stakeholders and scale adoption. Maintain documentation and program-level visibility.
**Performance Engineering:** Lead a shift-left performance strategy, embedding client, API, and page-load performance tooling earlier in the development lifecycle. Define and drive performance monitoring requirements for Lit-based framework 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, driving code quality, and fostering continuous improvement. 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, delivery milestones, and operational health.
This role offers high executive visibility and the opportunity to shape foundational engineering practices across the organization. You will work closely with partner organizations including framework, UX, and other engineering teams to build infrastructure and tooling that powers how AI is built, tested, and delivered at ServiceNow.
**Requirements:**
- 10+ years of software engineering experience in a high-traffic, cloud-based environment, with at least 3 years in a senior or staff-level individual contributor role
- Strong proficiency in Java, JavaScript, 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 — hands-on with Grafana, Prometheus, OpenTelemetry, or equivalent stacks; able to design and instrument dashboards, alerts, and SLO/SLI frameworks across distributed services
- Experience operating and debugging services on Kubernetes clusters — log aggregation, tracing, resource profiling, and incident response in containerized environments
- 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, lead governance forums, and drive alignment without direct authority
- Familiarity with the ServiceNow platform is a plus
