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The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and senior expertise that makes every engagement, and every rotating engineer, better than the last. As a Staff Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — not theoretical process — and it compounds in impact with every engagement you lead, and every engineer you bring up behind you. What you get to do in this role: Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most. Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program. Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation. Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions. Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team. Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it. Partner with product and engineering to surface field signal from customer engagements and close the feedback loop. 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery. Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions. Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments. Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity. A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning. A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use. The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example. Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders. For positions in this location, we offer a base pay of $166,500 - $291,400 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and senior expertise that makes every engagement, and every rotating engineer, better than the last. As a Staff Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — not theoretical process — and it compounds in impact with every engagement you lead, and every engineer you bring up behind you. What you get to do in this role: Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most. Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program. Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation. Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions. Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team. Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it. Partner with product and engineering to surface field signal from customer engagements and close the feedback loop. 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery. Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions. Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments. Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity. A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning. A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use. The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example. Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders. For positions in this location, we offer a base pay of $149,800 - $262,200 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

ServiceNow Impact is transforming how organisations accelerate value and achieve digital transformation success. This isn’t just another product - it’s a strategic platform that combines AI, analytics, and human expertise to deliver measurable business outcomes. By joining the Impact team, candidates will: Shape the Future of Digital Transformation Build solutions that empower global enterprises to make smarter, data-driven decisions and realise value faster. Innovate with Cutting-Edge Technology Leverage AI, machine learning, and automation to deliver proactive insights, preventative controls, and personalised recommendations. Deliver Real-World Impact Help customers optimise platform health, track KPIs, and achieve their business goals through prescriptive guidance and premium support. Collaborate with Experts Work alongside a passionate team of engineers, designers, and strategists who are redefining customer success. Create Meaningful Experiences Design visually compelling, intuitive digital journeys that make complex processes simple and impactful. Joining the Impact team means building technology that matters - technology that accelerates ROI for customers and sets new standards for enterprise value delivery. What you get to do in this role: Leverage ServiceNow AI Capabilities to construct AI-powered, scalable, and reusable software solutions that drive measurable impact for users and business processes. Drive innovation by applying prompt engineering techniques and designing scalable architectures to support AI-powered solutions across the organisation. Collaborate with product owners to translate business and user needs into intelligent, well-architected features, owning your work from design through implementation, automated testing, and delivery. Develop extensible and user-friendly software that enables customers to customize and leverage AI-driven functionality to solve real-world problems. Build intuitive, performant JavaScript UI components (e.g. LitJs, DaisyUI, TailwindCSS) to ensure flexibility for customer-specific needs. Champion our quality-first mindset by integrating automated testing frameworks (e.g., Playwright) into CI/CD workflows to ensure consistent, high-quality releases. Participate in design and code reviews, championing best practices in performance, maintainability, and testability. Contribute to the design and enhancement of AI-enabled products and features, while improving the reliability, observability, and production readiness of the existing product suite. Troubleshoot and optimize system performance across the stack, ensuring scalability and responsiveness. Serve as a mentor for colleagues, sharing best practices for software craftsmanship, responsible AI integration, and continuous improvement. To be successful in this role you have: Experience leveraging AI to improve workflows, decision-making, or product functionality — including integrating AI APIs, automating processes, or analyzing AI-driven insights. Day-to-day work involves JavaScript, but strong foundations in languages like Java or Python are equally valued. Must have 4+ years of enterprise-level software engineering experience. Solid understanding of data structures, algorithms, object-oriented design, design patterns, and performance optimization. Familiarity with automated testing and CI/CD pipelines, and a commitment to engineering excellence and reliability. Analytical mindset with the ability to design impactful AI solutions that solve complex problems. Experience with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems. A passion for collaboration, craftsmanship, and continuous learning, fostering a culture of quality and innovation. Why Join Us: Build and deliver high-impact software that powers digital experiences for millions of users. Collaborate in a culture that values craftsmanship, quality, and innovation. Work symbiotically with AI and automation tools that enhance engineering excellence and drive product reliability. Be part of a team that encourages creativity, continuous learning, and shared success Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Position Location: This is a Flexible (Hybrid) position based in Santa Clara, CA. Flexible positions require 2 days per week in our Santa Clara office location. Please Note: This position will include supporting our US Regulated Markets. “This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered. As a Staff Software Engineer, you will independently lead the design, development, and delivery of complex, high-impact AI-native and cloud-native systems. The IC4 engineer takes ownership of critical components or features, sets technical direction within their domain, and serves as a technical resource to peers and junior engineers. They combine deep software engineering fundamentals with hands-on expertise in AI/ML integration, cloud architecture, and production systems. This role requires the ability to balance technical depth with organizational impact, working across teams to solve ambiguous problems and drive platform improvements. What you get to do in this role: Responsibility Area: Technical Leadership & Architecture • Lead the design and architecture of complex, production-critical AI-native systems, including LLM integrations, agentic workflows, retrieval pipelines, and inference services • Own end-to-end delivery of medium-to-large features or systems, including specification, design, implementation, testing, deployment, and production monitoring • Make informed architectural and technical trade-off decisions between latency, cost, scalability, reliability, and model quality • Establish evaluation frameworks, testing strategies, and production monitoring for AI-driven features; drive adoption of eval-driven development practices • Design and optimize high-performance data pipelines, embedding systems, and vector stores handling millions of rows and complex retrieval scenarios • Champion security best practices, including prompt-injection defense, data privacy, PII handling, responsible AI guardrails, and compliance with regulatory requirements • Participate in architectural reviews across teams and contribute to platform-level technical decisions • Stay current with emerging AI/ML frameworks, services, and techniques; evaluate and recommend adoption where applicable Responsibility Area: Mentorship & Technical Influence • Mentor junior and mid-level engineers (IC2/IC3) through pair programming, design reviews, architecture discussions, and hands-on coaching • Conduct thorough code reviews, including evaluation of prompts, agent logic, retrieval strategies, and AI/model behavior validation • Identify technical debt and improvement opportunities; advocate for and lead initiatives to address them • Share knowledge through documentation, brown-bag sessions, and architectural guidance • Contribute to hiring and interview processes; provide technical assessment and feedback on engineering candidates • Model best practices in software craftsmanship, testing discipline, and debugging methodology • Support onboarding of new team members and ensure knowledge transfer across projects Responsibility Area: Cross-Functional Collaboration & Communication • Work closely with product management, domain specialists, and other engineering teams to define requirements and technical specifications • Translate complex technical concepts and AI trade-offs for non-technical stakeholders (product, leadership, customers) • Lead root cause analysis for customer-reported issues, including those involving model behavior, hallucinations, retrieval quality, and distributed system complexity • Participate in design reviews, technical planning sessions, and retrospectives; contribute perspectives on technical feasibility and risk • Communicate clearly about design decisions, implementation challenges, AI limitations, and production incidents • Build and maintain relationships with adjacent teams and external partners where applicable • Proactively identify opportunities to improve development processes, tooling, and team efficiency Responsibility Area: Software Development Excellence • Develop robust, maintainable, and well-tested AI-native software using Python, Java, and JavaScript as appropriate • Build comprehensive unit tests, integration tests, and AI evaluation harnesses (accuracy, regression, hallucination detection) • Troubleshoot complex issues in distributed systems, probabilistic models, and cloud infrastructure; isolate root causes efficiently • Implement secure coding practices and responsible AI guardrails throughout the development lifecycle • Manage deployment, monitoring, and iteration of features in production; respond to performance issues and model drift • Work with cloud services (AWS/GCP/Azure), managed AI services (Bedrock, Vertex AI, Azure OpenAI), Kubernetes, and CI/CD pipelines • Contribute to code and architecture standards; ensure adherence to established best practices Responsibility Area: ServiceNow Platform Development • Design and develop custom applications, extensions, and integrations on the ServiceNow platform • Develop workflows, business rules, and automation using ServiceNow scripting (JavaScript, GlideScript, REST APIs) • Build data models, forms, and dashboards for ServiceNow applications; optimize database queries for performance • Integrate third-party AI/ML services and custom APIs with ServiceNow platform services • Contribute to and maintain ServiceNow plugin and app architecture; follow ServiceNow best practices and coding standards • Participate in ServiceNow upgrades and configuration management; ensure compatibility with platform updates • Mentor junior engineers on ServiceNow platform capabilities and development patterns Responsibility Area: Customer Support & Product Excellence • Participate in customer issue triage and root cause analysis for production ServiceNow application issues • Work closely with customer success and support teams to understand and resolve complex technical issues • Provide technical guidance to customers on application usage, configuration, and troubleshooting • Identify patterns in customer issues and drive improvements to prevent recurrence • Contribute to customer documentation and internal knowledge bases • Support customer escalations; provide timely resolutions to critical issues affecting customer operations • Gather customer feedback and communicate product improvement opportunities back to product management To be successful in this role you have: 8+ years of software development experience with a Bachelor's degree; OR 6+ years with a Master's degree; OR 3+ years with a PhD; OR equivalent work experience. Practical software development experience, with 5+ years working with modern cloud-native and AI-native systems 3+ years of hands-on experience with LLM prompt engineering, agent design, and retrieval systems (RAG, semantic search, knowledge bases) 3+ years of demonstrated experience integrating third-party AI/ML services and platform APIs (OpenAI, Anthropic, AWS Bedrock, Google Vertex AI, etc.) 2+ years of hands-on experience developing applications and extensions on the ServiceNow platform Strong proficiency in JavaScript/GlideScript, Python, and Java; familiarity with ServiceNow scripting patterns and APIs Solid understanding of ServiceNow data model, form/workflow design, and business process automation Solid understanding of microservices architecture, REST/streaming APIs, and modern backend frameworks (Spring Boot, FastAPI, etc.) Experience designing and optimizing high-performance data pipelines, embedding systems, and vector stores at scale Demonstrated expertise in LLM orchestration frameworks (LangChain, LlamaIndex, Semantic Kernel) and vector databases (Pinecone, Weaviate, pgvector, etc.) Experience with cloud computing platforms and managed AI services (AWS, GCP, Azure); hands-on experience with infrastructure-as-code Proficiency with Kubernetes, containerization, CI/CD pipelines, and automated testing frameworks Experience developing and debugging evaluation harnesses, benchmarks, and metrics for AI/ML features Proven ability to troubleshoot and isolate root causes in complex, distributed, and probabilistic systems Strong communication skills; ability to explain technical concepts to both technical and non-technical audiences; customer-facing experience a plus Experience with Agile and Scrum development methodologies; comfort with iterative development and continuous improvement Demonstrated ability to engage with customers, understand their needs, and support issue resolution Track record of taking ownership of significant technical initiatives and delivering them successfully Demonstrated mentorship of junior engineers or technical leadership in previous roles For positions in this location, we offer a base pay of $176,100 - $308,200 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

The Role As a Principal Engineer in HRSD, you set the technical direction for model-driven capability across the HR domain, the agentic and conversational experiences that interpret employee, manager, and HR agent intent, reason over profile, case, catalog, policy, and knowledge context, and act on the user's behalf. Your unit of ownership is the architecture, standards, and evaluation infrastructure that let multiple teams ship those experiences safely — not a single feature set. This is not an ML research role; you do not train foundation models. It is also distinct from traditional full-stack staff work, where systems follow deterministic logic. Two things shape the job: much of the load-bearing logic lives in natural language — instructions, prompts, context, tool descriptions, guardrails — and must be engineered with the same discipline as code; and because behavior is probabilistic, correctness is established through evaluation at scale, not fixed assertions. What You'll Own AI architecture for the domain. How agents are decomposed and composed, where reasoning happens, how context is assembled and bounded, how tools are exposed, and how autonomy is delegated. Own the multi-release calls: model selection and migration, orchestration approach, build-versus-adopt, and the cost/latency/quality tradeoffs behind each. The autonomy boundary. Decide as domain policy which HR actions an agent may take, which require a human decision point, and which no agent should attempt. Anything changing pay, employment status, restricted records, or employee-relations matters requires a human in the path by construction — build the mechanisms that make those constraints structural. The shared instruction and tool description surface. HRSD ships as product; customers configure, extend, and override this surface on their own instances. Treat it as a versioned contract with upgrade-safe extension points, deprecation paths, and compatibility guarantees. Evaluation as infrastructure. Own the golden datasets, multi-turn suites, judge calibration, CI gates, and drift detection that let teams change behavior safely. Extend coverage to HR-specific failure classes: access-boundary violations, cross-scope leakage, jurisdictional and policy-variant correctness. Production quality and safety. Observability for containment, hallucination rate, tool-selection error, unsafe action, and injection vectors from user-supplied content entering agent context. Because HR conversation content is itself restricted, design diagnosis that works without exposing what was said. AI-assisted engineering standards. Convert ambiguous problems into testable specs; define what accountable agent-assisted delivery looks like for the domain — specification standards, review expectations, verification harnesses — and hold the line on it. Hands-on where it matters. The hard integration, the risky migration, the prototype that settles an architectural argument, the incident nobody else can unblock. Partner across functions. Collaborate efficiently with product, engineering, design to co-create scalable AI solutions and translate business needs into robust technical designs. What You Bring 10+ years of software engineering, with a record of technical direction adopted beyond your immediate team. Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the 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. Entitlement-aware data handling: per-user access enforcement in retrieval and tool layers, scope separation between roles, and handling of restricted records under audit. Evaluation experience used by engineers other than yourself: dataset curation, judge calibration, CI gating, drift detection. Strong command of system design, APIs, data modeling, and testing across front-end, server-side, and relational data work with a high quality mindset. Effective, accountable use of AI coding assistants and agents. On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed. Experience in software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks. Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience. Preferred HR domain depth: case management, employee journey and lifecycle, or payroll/benefits/leave/absence sufficient to set requirements. Integration with core HR, payroll, or benefits systems of record, including reconciliation and eventual-consistency patterns. Contribution in a Forward deployment model to champion customer adoption. JV21 For positions in this location, we offer a base pay of $221,200 - $387,100 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

The Role As a Principal Engineer in HRSD, you set the technical direction for model-driven capability across the HR domain, the agentic and conversational experiences that interpret employee, manager, and HR agent intent, reason over profile, case, catalog, policy, and knowledge context, and act on the user's behalf. Your unit of ownership is the architecture, standards, and evaluation infrastructure that let multiple teams ship those experiences safely — not a single feature set. This is not an ML research role; you do not train foundation models. It is also distinct from traditional full-stack staff work, where systems follow deterministic logic. Two things shape the job: much of the load-bearing logic lives in natural language — instructions, prompts, context, tool descriptions, guardrails — and must be engineered with the same discipline as code; and because behavior is probabilistic, correctness is established through evaluation at scale, not fixed assertions. What You'll Own AI architecture for the domain. How agents are decomposed and composed, where reasoning happens, how context is assembled and bounded, how tools are exposed, and how autonomy is delegated. Own the multi-release calls: model selection and migration, orchestration approach, build-versus-adopt, and the cost/latency/quality tradeoffs behind each. The autonomy boundary. Decide as domain policy which HR actions an agent may take, which require a human decision point, and which no agent should attempt. Anything changing pay, employment status, restricted records, or employee-relations matters requires a human in the path by construction — build the mechanisms that make those constraints structural. The shared instruction and tool description surface. HRSD ships as product; customers configure, extend, and override this surface on their own instances. Treat it as a versioned contract with upgrade-safe extension points, deprecation paths, and compatibility guarantees. Evaluation as infrastructure. Own the golden datasets, multi-turn suites, judge calibration, CI gates, and drift detection that let teams change behavior safely. Extend coverage to HR-specific failure classes: access-boundary violations, cross-scope leakage, jurisdictional and policy-variant correctness. Production quality and safety. Observability for containment, hallucination rate, tool-selection error, unsafe action, and injection vectors from user-supplied content entering agent context. Because HR conversation content is itself restricted, design diagnosis that works without exposing what was said. AI-assisted engineering standards. Convert ambiguous problems into testable specs; define what accountable agent-assisted delivery looks like for the domain — specification standards, review expectations, verification harnesses — and hold the line on it. Hands-on where it matters. The hard integration, the risky migration, the prototype that settles an architectural argument, the incident nobody else can unblock. Partner across functions. Collaborate efficiently with product, engineering, design to co-create scalable AI solutions and translate business needs into robust technical designs. What You Bring 10+ years of software engineering, with a record of technical direction adopted beyond your immediate team. Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the 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. Entitlement-aware data handling: per-user access enforcement in retrieval and tool layers, scope separation between roles, and handling of restricted records under audit. Evaluation experience used by engineers other than yourself: dataset curation, judge calibration, CI gating, drift detection. Strong command of system design, APIs, data modeling, and testing across front-end, server-side, and relational data work with a high quality mindset. Effective, accountable use of AI coding assistants and agents. On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed. Experience in software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks. Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience. Preferred HR domain depth: case management, employee journey and lifecycle, or payroll/benefits/leave/absence sufficient to set requirements. Integration with core HR, payroll, or benefits systems of record, including reconciliation and eventual-consistency patterns. Contribution in a Forward deployment model to champion customer adoption. JV21 For positions in this location, we offer a base pay of $199,100 - $348,400 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

The Role As a Staff Engineer in HRSD, you set the technical direction for model-driven capability across the HR domain, the agentic and conversational experiences that interpret employee, manager, and HR agent intent, reason over profile, case, catalog, policy, and knowledge context, and act on the user's behalf. Your unit of ownership is the architecture, standards, and evaluation infrastructure that let multiple teams ship those experiences safely — not a single feature set. This is not an ML research role; you do not train foundation models. It is also distinct from traditional full-stack staff work, where systems follow deterministic logic. Two things shape the job: much of the load-bearing logic lives in natural language — instructions, prompts, context, tool descriptions, guardrails — and must be engineered with the same discipline as code; and because behavior is probabilistic, correctness is established through evaluation at scale, not fixed assertions. What You'll Own AI architecture for the domain. How agents are decomposed and composed, where reasoning happens, how context is assembled and bounded, how tools are exposed, and how autonomy is delegated. Own the multi-release calls: model selection and migration, orchestration approach, build-versus-adopt, and the cost/latency/quality tradeoffs behind each. The autonomy boundary. Decide as domain policy which HR actions an agent may take, which require a human decision point, and which no agent should attempt. Anything changing pay, employment status, restricted records, or employee-relations matters requires a human in the path by construction — build the mechanisms that make those constraints structural. The shared instruction and tool description surface. HRSD ships as product; customers configure, extend, and override this surface on their own instances. Treat it as a versioned contract with upgrade-safe extension points, deprecation paths, and compatibility guarantees. Evaluation as infrastructure. Own the golden datasets, multi-turn suites, judge calibration, CI gates, and drift detection that let teams change behavior safely. Extend coverage to HR-specific failure classes: access-boundary violations, cross-scope leakage, jurisdictional and policy-variant correctness. Production quality and safety. Observability for containment, hallucination rate, tool-selection error, unsafe action, and injection vectors from user-supplied content entering agent context. Because HR conversation content is itself restricted, design diagnosis that works without exposing what was said. AI-assisted engineering standards. Convert ambiguous problems into testable specs; define what accountable agent-assisted delivery looks like for the domain — specification standards, review expectations, verification harnesses — and hold the line on it. Hands-on where it matters. The hard integration, the risky migration, the prototype that settles an architectural argument, the incident nobody else can unblock. Partner across functions. Collaborate efficiently with product, engineering, design to co-create scalable AI solutions and translate business needs into robust technical designs. What You Bring 7+ years of software engineering, with a record of technical direction adopted beyond your immediate team. Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the 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. Entitlement-aware data handling: per-user access enforcement in retrieval and tool layers, scope separation between roles, and handling of restricted records under audit. Evaluation experience used by engineers other than yourself: dataset curation, judge calibration, CI gating, drift detection. Strong command of system design, APIs, data modeling, and testing across front-end, server-side, and relational data work with a high quality mindset. Effective, accountable use of AI coding assistants and agents. On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed. Experience in software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks. Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience. Preferred HR domain depth: case management, employee journey and lifecycle, or payroll/benefits/leave/absence sufficient to set requirements. Integration with core HR, payroll, or benefits systems of record, including reconciliation and eventual-consistency patterns. Contribution in a Forward deployment model to champion customer adoption. FD21 For positions in this location, we offer a base pay of $149,800- $262,200 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

The Role As a Staff Engineer in HRSD, you set the technical direction for model-driven capability across the HR domain, the agentic and conversational experiences that interpret employee, manager, and HR agent intent, reason over profile, case, catalog, policy, and knowledge context, and act on the user's behalf. Your unit of ownership is the architecture, standards, and evaluation infrastructure that let multiple teams ship those experiences safely — not a single feature set. This is not an ML research role; you do not train foundation models. It is also distinct from traditional full-stack staff work, where systems follow deterministic logic. Two things shape the job: much of the load-bearing logic lives in natural language — instructions, prompts, context, tool descriptions, guardrails — and must be engineered with the same discipline as code; and because behavior is probabilistic, correctness is established through evaluation at scale, not fixed assertions. What You'll Own AI architecture for the domain. How agents are decomposed and composed, where reasoning happens, how context is assembled and bounded, how tools are exposed, and how autonomy is delegated. Own the multi-release calls: model selection and migration, orchestration approach, build-versus-adopt, and the cost/latency/quality tradeoffs behind each. The autonomy boundary. Decide as domain policy which HR actions an agent may take, which require a human decision point, and which no agent should attempt. Anything changing pay, employment status, restricted records, or employee-relations matters requires a human in the path by construction — build the mechanisms that make those constraints structural. The shared instruction and tool description surface. HRSD ships as product; customers configure, extend, and override this surface on their own instances. Treat it as a versioned contract with upgrade-safe extension points, deprecation paths, and compatibility guarantees. Evaluation as infrastructure. Own the golden datasets, multi-turn suites, judge calibration, CI gates, and drift detection that let teams change behavior safely. Extend coverage to HR-specific failure classes: access-boundary violations, cross-scope leakage, jurisdictional and policy-variant correctness. Production quality and safety. Observability for containment, hallucination rate, tool-selection error, unsafe action, and injection vectors from user-supplied content entering agent context. Because HR conversation content is itself restricted, design diagnosis that works without exposing what was said. AI-assisted engineering standards. Convert ambiguous problems into testable specs; define what accountable agent-assisted delivery looks like for the domain — specification standards, review expectations, verification harnesses — and hold the line on it. Hands-on where it matters. The hard integration, the risky migration, the prototype that settles an architectural argument, the incident nobody else can unblock. Partner across functions. Collaborate efficiently with product, engineering, design to co-create scalable AI solutions and translate business needs into robust technical designs. What You Bring 7+ years of software engineering, with a record of technical direction adopted beyond your immediate team. Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the 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. Entitlement-aware data handling: per-user access enforcement in retrieval and tool layers, scope separation between roles, and handling of restricted records under audit. Evaluation experience used by engineers other than yourself: dataset curation, judge calibration, CI gating, drift detection. Strong command of system design, APIs, data modeling, and testing across front-end, server-side, and relational data work with a high quality mindset. Effective, accountable use of AI coding assistants and agents. On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed. Experience in software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks. Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience. Preferred HR domain depth: case management, employee journey and lifecycle, or payroll/benefits/leave/absence sufficient to set requirements. Integration with core HR, payroll, or benefits systems of record, including reconciliation and eventual-consistency patterns. Contribution in a Forward deployment model to champion customer adoption. FD21 For positions in this location, we offer a base pay of $166,500 - $291,400 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.