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Team & Role: This role is part of our Experience Team (UX/UI). ServiceNow is transforming how enterprise knowledge is created, delivered, and consumed. We’re moving from a world where large teams of writers produce content manually to one where AI-powered, agentic systems generate, classify, and deliver the right knowledge to the right person at the right moment — across millions of users worldwide. This role sits at the center of that transformation. You will design and build the engineering infrastructure that makes agentic content creation possible at scale: automation pipelines, AI tooling, LLM integrations, and the systems that connect ServiceNow’s knowledge platforms into a unified, intelligent content engine. What you get to do in this role: Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.) Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users. Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs Contribute to the design and implementation of new products and features while also enhancing the existing product suite Be a mentor for colleagues and help promote knowledge-sharing To be successful in this role you have: Preferred Qualifications: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 6+ years of software engineering experience with a strong foundation in object-oriented programming Strong technical breadth and sound architectural judgment — you know the ecosystem well, and you can tell the difference between a prototype and something ready for production Experience with infrastructure-as-code tooling and cloud platform operations Exposure to content platforms, knowledge management systems, or structured content (e.g. DITA) Background in SaaS or enterprise technology environments Basic Qualifications: Strong JavaScript skills with experience building production-grade web applications Hands-on experience building AI workflows, LLM integrations, or agentic tooling Experience with data structures, algorithms, object-oriented design, design patterns, and performance/scale considerations Experience with any of the modern UI frameworks like Angular, React or Vue Experience operating production systems in the cloud — CI/CD pipelines, observability, and monitoring Ability to manage projects with material technical risk at a team level Able to drive large, complex improvements cross-functionally and with a high degree of autonomy Experience mentoring engineers and contributing to a team's technical growth 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.

Role This is a hands-on architecture role: deep research, secure systems design, and prototyping, applied across product lines with minimal direction and broad latitude to set the technical agenda. You will set platform-wide direction for securing the AI development lifecycle, define the security architecture, agents, and models operating within it, and represent ServiceNow's AI security point of view externally. You'll be a technical authority other engineers and other teams look to on emerging AI-specific threats, working in close partnership with the AI security research team - drawing on their findings and feeding real-world attack surfaces back into their agenda. What you'll do Own the security strategy and architecture for our Agentic AI ecosystem, LLMs, and models across product lines Lead threat modeling for the most complex and novel GenAI/agentic surfaces: cross-agent autonomy, multi-agent tool orchestration, and emerging attack classes not yet standardised in the industry Set the architectural standard for securing model/RAG/data pipelines platform-wide, including access-control and data-boundary models that other teams are expected to build against Define what "secure-by-design" means for agentic systems at ServiceNow, and drive adoption across engineering orgs Represent ServiceNow's AI security posture externally (standards bodies, industry publications, conferences) and internally to executive stakeholders Mentor and technically guide engineers on AI-specific security work To succeed in this role, you’ll need: Bachelor’s / Master's degree or PhD in Computer Science or a related technical field, specialisation in Security or AI/ML or an exceptional, well-evidenced track record substituting for it 10+ years of software engineering experience, including a track record of owning the architecture of complex systems at enterprise scale A track record of setting technical direction beyond your own team - architecture or standards other teams adopted, senior engineers you've levelled up, and comfort operating where the problem isn't yet defined 7+ years in security engineering - network and systems security, security protocols, design reviews, and threat modeling - with a focus on AI-specific work in recent years Multiple demonstrated engagements threat modeling and/or securing LLM, GenAI, or agentic systems, with evidence of platform-level or cross-team impact Personal ownership of prompt injection / jailbreak defense, guardrail architecture, or AI red-teaming programs - ideally having built the program/methodology, not just executed within one Deep, applied experience securing model, RAG, or data pipelines, including having designed the access-control and data-governance model others build against Fluency with the OWASP LLM Top 10 (or equivalent) to the point of extending, critiquing, or contributing to such frameworks - not just applying them Deep hands-on experience with agentic AI frameworks (e.g., LangChain, LangGraph) Clear communication, a collaborative default, and a bias toward learning fast in a field that changes constantly Bonus Strong command of auth protocols (OAuth 2.0, OIDC, PKCE, API Keys) and agentic protocols (MCP, A2A), including having designed identity/consent models for them Built and open-sourced (or productized) security tooling/automation for AI systems now used beyond one team Track record of CVEs, top-tier publications, or invited talks specifically in AI/ML or LLM security Prior experience setting AI security strategy at a platform or company level, not just a single product 5+ years of programming experience in Java or Python 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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’s Product Security organisation is building a dedicated Security R&D function — a software engineering team that builds security capabilities with the same engineering rigour as ServiceNow’s product organisation. We are looking for a Staff Security Engineer to be a core contributor on this team. Security R&D operates in two complementary modes: open contribution to product engineering — writing code alongside product teams where security expertise adds value — and developing its own security capabilities , including internal tooling, externally facing product features, AI-powered security automation, and third-party integrations. This is a new team being stood up in Petah Tikva, Israel, co-located with ServiceNow’s AI Security Research team. You will help shape the team’s engineering practices and technical foundation from day one. This role reports to the Sr. Engineering Manager, Security R&D. What You Will Do Build Security Capabilities Design and develop security tooling, automation, and platform services that operate at ServiceNow’s enterprise scale. Contribute code directly into ServiceNow product engineering codebases, embedding security capabilities where they have the highest impact. Build AI-powered security automation by integrating in-house models and third-party services into production workflows. Leverage ServiceNow’s platform — Agent Framework runtime, ACL enforcement, data layer, and workflow engine — to create security capabilities that external vendors cannot match. Collaborate Across Teams Work closely with the AI Security Research team on tooling for AI agent security, translating research insights into production-grade engineering. Partner with product engineering teams during open contribution engagements, earning trust through code quality, reliability, and delivery. Participate in design reviews, code reviews, and architecture discussions, contributing to the team’s technical standards and engineering culture. Grow with the Team Help define engineering best practices as a founding member of the Security R&D team. Contribute to hiring and onboarding as the team scales, helping maintain the engineering bar. Stay current on emerging AI/ML technologies and security threats, bringing new ideas into the team’s roadmap. What Makes This Role Unique Builder-led culture: Security R&D is defined by engineering output, not advisory reviews. We build production security capabilities with the same discipline as product engineering. Dual operating model: The team both contributes directly to product engineering and develops its own security products and services. Platform advantage: ServiceNow owns the entire stack — runtime, ACLs, data layer, workflow engine. You will build security capabilities that no external vendor can replicate. Founding team: This is a new team being built from scratch. You will shape its engineering culture, technical standards, and identity from day one. AI intersection: The role sits alongside the AI Security Research team, placing you at the frontier of securing AI systems at enterprise scale. To be successful in this role, you have: 8+ years of professional software engineering experience building production systems at scale. Bachelor’s degree in Computer Science, Engineering, or a related technical field. Strong hands-on proficiency in Python and Java. You write production code daily and take pride in software craftsmanship. Solid foundation in distributed systems, cloud-native architectures, and building services that meet enterprise requirements for scalability, reliability, and performance. Experience working in collaborative engineering environments, contributing to shared codebases with high code quality standards. Interest in or exposure to security engineering concepts — application security, infrastructure security, identity systems, or trust & safety. A security mindset is valued; deep security expertise can be developed on the team. Exposure to AI/ML pipelines, LLM integration, or agentic frameworks. Preferred Experience with security tooling development, SSDLC automation, or building security features into a product. Familiarity with container/Kubernetes environments, cloud security, or infrastructure-as-code. Experience in a SaaS or platform company building multi-tenant enterprise software. Experience working in a globally distributed engineering team. 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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. .

You will design, build, and operate production-grade agentic AI systems embedded across ServiceNow's platform — autonomous agents that reason over real enterprise data, take action across workflows, and run safely at Fortune 500 scale. Your core focus areas: System designs. Hands-on and deep understanding of building end to end system and DB architecture that scale to enterprise data and traffic. Agentic architecture. Design and ship multi-agent systems — orchestration, tool use, planning loops, memory, and failure recovery — that operate reliably in production, not in notebooks. Enterprise-grounded reasoning. Build agents that leverage ServiceNow's data layer — CMDB, Workflow Data Fabric, and Knowledge Graph — to make decisions with context no frontier model has on its own. Trust, safety, and governance. Own the guardrails: observability, human-in-the-loop controls, and compliance infrastructure that make autonomous systems safe to deploy at scale. Retrieval and grounding. Work closely with our search team to ensure agents are grounded in accurate, low-latency retrieval — RAG pipelines, hybrid search, re-ranking, and evaluation — as a critical dependency of agentic quality. Model integration and evaluation. Integrate frontier models (Anthropic, Google, OpenAI) into the Sense → Decide → Act → Govern architecture; evaluate trade-offs across cost, latency, and capability for production use cases. Engineering leadership. Raise the technical bar through architecture decisions, code reviews, and coaching — particularly on agentic design patterns and production AI discipline. Communication Skill. Strong in articulation, building interpersonal skills, and managing technical as well as business stakeholders 12-15 years of software engineering with strong fundamentals in data structures, algorithms, and distributed systems. Hands-on depth designing, shipping, and operating agentic systems in production — multi-agent orchestration, tool calling, planning loops, memory, and failure recovery. Not prototypes. Hands-on experience automation, continuous integration, build and release management processes and practices. Full stack software development stack hands-on knowledge, specially JavaScript, TypeScript, Python will be added advantage Working experience with frontier AI SDKs (Anthropic, Google, or OpenAI) — prompt engineering, structured outputs, and model evaluation in production settings. Familiarity with RAG and retrieval patterns in production — vector stores, hybrid search, and retrieval evaluation metrics. Track record of technical leadership: architecture ownership, code quality bar-raising, and mentoring engineers on production AI practices. 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.

About the team The CRM & Industry Workflows (CRM&I) engineering organisation builds the products that make ServiceNow's CRM vision real: Workplace Service Delivery, Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation that underpins them all. Our teams operate from IDC, AMS, and EMEA, and our work spans the full spectrum — from foundational platform capabilities to the agentic experiences that define how enterprises serve their employees and customers. We are in the middle of a fundamental shift. AI is not a layer we are adding on top — it is the new baseline. We are rewriting how products are built, how engineers work, and what 'done' means. If you are energised by that shift and want to lead teams that are living it, read on. The role This Director of Software Engineering leads the Workplace engineering pillar within CRM&I. You will own Workplace Service Delivery and its adjacent integrations with CSM and FSM — building the employee and customer facing experiences that handle millions of service interactions across our largest enterprise customers. What makes this role distinct from a traditional engineering director role is the AI-native mandate. You will not manage teams that use AI as a productivity tool — you will build and lead an organisation that operates as an AI-native engineering system. Your engineers work more like architects and verifiers than individual contributors typing every line: they decompose problems into agent-sized tasks, curate the context that makes agent output reliable, and own the verification harnesses that ensure correctness at scale. You will report to the Senior Director, CRM&I Engineering and work closely with Workplace product management, platform engineering, and senior stakeholders to shape and deliver the Workplace roadmap for the next three to five years. What you get to do Lead and develop an AI-native engineering organisation Build and lead two to three engineering managers who coach their teams to operate with AI-native practices as the default — not the exception. Model and scale the shift from implementation-speed metrics to judgment metrics: specification quality, architectural soundness, and verification rigour. Cultivate a culture where engineers own the correctness of output whether a human or an agent produced it, and are accountable for autonomous decision quality in production. Drive the Workplace product roadmap Partner with product management and UX to define, own, and execute the Workplace Service Delivery roadmap — including employee self-service, request management, and WSD×CSM/FSM integration. Translate ambitious product goals and ambiguous problem statements into precise, testable specifications that both engineers and AI agents can act on with high accuracy. Make sound architectural and sequencing decisions early, before agent workstreams begin, and course-correct quickly when output diverges from intent. Build reliable AI-native systems Design the verification and guardrail harnesses — automated tests, evaluation suites, CI/CD quality gates, and least-privilege execution environments — that make agent-generated output trustworthy at scale. Oversee context engineering across your teams: instruction files, architectural decision records, golden examples, and agent-readable documentation that drive reliable results from AI coding agents. Own AI reliability in production: monitor for hallucinations, behavioural drift, and safety regressions; maintain agent observability; and implement rollback mechanisms when autonomous behaviour deviates from intent. Raise the bar on quality, security, and delivery Set and hold the standard for enterprise-grade software quality — accessible, progressive, and responsive web and mobile experiences at the scale our customers demand. Champion security-minded engineering practices specific to AI-integrated systems: prompt injection defence, secret and data leakage controls, and tool-access governance. Treat the development process itself as a product: trace failures back to missing specs or context gaps, refine evaluation harnesses, and raise team-wide throughput and reliability. Develop the next generation of engineering leaders Mentor and grow engineering managers and senior engineers, investing in their technical depth, leadership range, and AI-native fluency. Create a talent environment where engineers who are energised by the AI-native shift can build careers through some of the most advanced systems in enterprise software. To be successful in this role Experience 15+ years of experience designing and shipping scalable enterprise software products, with significant time in technical leadership roles. Demonstrated track record of building and leading engineering teams that have delivered real production systems using AI-native methods — agentic coding tools, AI-assisted workflows, and autonomous agent architectures. Experience in CRM, ITSM, workplace service delivery, or related enterprise domains preferred. AI-native engineering fluency Agentic AI and autonomous systems. Hands-on experience designing and operating autonomous agent systems — planning loops, dynamic tool invocation, memory management, execution policies, and multi-agent collaboration — that select and sequence actions reliably in production. Context engineering. Skill in designing what information models receive, when it is retrieved, and how context evolves. Includes assembling instruction files, documentation, examples, and architectural constraints, as well as architecting retrieval systems, vector databases, and long-term memory frameworks. Verification and harness design. Experience building the guardrail systems that make agent output reliable at scale: property-based and mutation tests, evaluation suites, CI/CD quality gates, and provenance and permission controls. Outcome evaluation. Ability to develop measurable frameworks — benchmarks, golden datasets, continuous evaluation pipelines, and drift detection — that hold production AI to the same rigour as deterministically testable software. Security and reliability mindset. Working knowledge of risks specific to AI-integrated systems: prompt injection, sensitive-data leakage, tool-access governance, and model abuse, translated into concrete engineering controls. Leadership and collaboration Strong written and verbal communication — able to operate as a credible technical voice with product, platform, and executive stakeholders. Ability to manage multiple competing priorities and make clear decisions under uncertainty without waiting for perfect information. Conviction to influence product vision and roadmap, paired with the humility to listen, learn, and adapt. Forward deployed engineering Customer-embedded delivery. Experience leading or participating in forward deployed engineering (FDE) engagements — working on-site or in close collaboration with strategic customers to accelerate time-to-value, co-develop solutions, and unblock adoption of product capabilities. Translating customer context into product decisions. Ability to synthesise what you learn at the customer boundary — pain points, integration constraints, workflow gaps, and adoption blockers — into precise product requirements and engineering priorities that feed back into the core roadmap. Executive and technical credibility with customers. Comfortable presenting architecture decisions, roadmap trade-offs, and delivery progress to both customer engineering leads and C-suite stakeholders, earning trust through technical depth and clear communication rather than sales framing. Rapid scoping and delivery under constraints. Skilled at decomposing ambiguous customer problems into tightly scoped engineering workstreams with clear success criteria, then driving rapid iteration cycles — days to weeks, not quarters — while managing risk and communication on both sides. Cross-functional coordination in a customer environment. Experience coordinating across product, sales, and professional services teams while embedded with a customer — navigating competing priorities, escalation paths, and success handoffs without losing engineering focus. Technical depth Strong command of data structures, algorithms, system design, and modern software development practices. Solid data modelling background — relational and otherwise — with experience building systems where data model quality is a first-class concern. Proficiency with AI/ML fundamentals: model training and evaluation, embeddings, and the probabilistic failure modes of LLMs, sufficient to reason about and debug model-driven behaviour in production. Even better if you have Experience with the ServiceNow platform — scoped application architecture, Glide APIs, or platform engineering at scale. Hands-on exposure to multi-tenant SaaS architecture and the operational realities of shipping to thousands of enterprise customers simultaneously. Experience building and operating agentic systems in a regulated or enterprise-compliance context. Prior experience managing distributed engineering organisations across time zones. Direct experience leading forward deployed engineering engagements — co-developing solutions alongside strategic customers, accelerating adoption of complex capabilities, and feeding field learnings back into the product roadmap. Why ServiceNow We provide competitive compensation, comprehensive benefits, and a professional environment built on collaboration and inclusion. This is an organisation where people with strong aptitude and conviction grow fast — working on some of the most advanced enterprise technology in the world, with teams that take the craft seriously. If you want to lead engineering at the frontier of what AI-native product development actually looks like in production — not in a lab, but at enterprise scale — this is the role. For more information www.servicenow.com/careers 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 seeks a staff-level product security engineer to serve as a senior technical authority within the Product Security Incident Response Team (PSIRT). PSIRT is ServiceNow's awareness, response, and investigation capability for post-release vulnerabilities in ServiceNow-developed products and service offerings. This role is for a recognized expert who can operate independently and as part of a team on the most significant security issues facing the platform—vulnerabilities that require evaluating intangibles. You will lead deep-dive investigations, coordinate resolution across engineering, product, and release teams, and demonstrate calm, decisive leadership during significant security events. This is a role for someone who already understands product development cycles and the engineering and product relationships that drive them—and will use that fluency to lead fixes to completion under incident pressure. You will help shape how ServiceNow responds to product security vulnerabilities at scale and the technical rigor of the entire response capability. The coverage provided by this role is: Sunday: 02:00 - 10:00 UTC / 07:30 to 15:30 IST. Monday: 02:00 - 10:00 UTC / 07:30 to 15:30 IST. Tuesday: 02:00 - 10:00 UTC / 07:30 to 15:30 IST. Friday: 06:00 - 13:00 UTC / 11:30 - 18:30 IST. Saturday: 03:00 - 12:00 UTC / 08:30 - 17:30 IST. Due to the nature of incident response and needs of the business, coverage may change. Additional coverage outside of stated hours may be required in response to significant incidents. What you get to do in this role: Lead Through Significant Security Events Demonstrate technical and organizational leadership during these events—bringing structure and clear decision-making under pressure. Partner with incident commanders, business information security leadership, engineering, and customer-facing teams to maintain clear ownership, workstream prioritization, and hand-offs during these events. Reduce Exposure Window Drive coordinated response across affected releases, balancing risk and remediation feasibility. Leverage an understanding of product development cycles and engineering/product partnerships to move fixes through the release pipeline without stalling on organizational boundaries. Verify fix completeness and guard against incomplete mitigations before release. CVE & Coordinated Disclosure Process Contributed to ServiceNow's CVE disclosure process for incidents you own—CVE assignment, scoring, advisory content, and publication timing. Conduct technical accuracy reviews of external advisories, researcher write-ups, and joint disclosure content to ensure correctness before publication. Pursue After-Action Outcomes & Continuous Improvement Author root cause analyses and drive lessons learned to closure following product security incidents. Participate in retrospectives following significant product security events, translating findings into concrete process and technical improvements. Contribute to partner teams tracking product security risk themes and trends across the portfolio. Contribute to SDLC improvement areas, feeding incident learnings upstream into secure development practices. To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Minimum 8 years of related experience with a Bachelor's degree; or 6 years with a Master's degree; or a PhD with 3 years of experience; or equivalent experience. Minimum 4 years of auditing source code for security vulnerabilities. Demonstrated leadership during significant security events or major incidents, with willingness to participate in on-call. Ability to read and comprehend Java and JavaScript code. Strong understanding of common Java and JavaScript vulnerabilities. Proficiency in scripting in both Python and JavaScript for data gathering, processing, and visualization. Development of proof-of-concept exploits for web application vulnerabilities. Written and verbal communication of complex security risk clearly to both technical teams and leadership. Experience with leading fix implementation and release coordination across engineering, product, and test/release teams. Proficiency in deep-dive product security investigations and root-cause analysis spanning design, code, configuration, and operational layers. Exploit analysis and proof-of-concept development that distinguishes real exploitability from theoretical risk. Familiarity with SDLC integration, CI/CD pipelines, SaaS threat models, and secure development practices. Preferred Qualifications Experience in a PSIRT or similar function for a major software or SaaS platform. Recognized expertise in product security incident response, vulnerability research, or application security within a software or SaaS environment. Experience conducting vulnerability assessments on the ServiceNow platform. Experience with emerging threats: AI-specific attack vectors, software supply chain security, and SDLC tooling security. Experience with cloud infrastructure (AWS, Azure, GCP) and containerized environments. Relevant security certifications (e.g., OSWE) or demonstrated equivalent expertise. JV20 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.

About RaptorDB Operations RaptorDB Operations owns the tooling, and operational excellence that safely deploys, manages, and operates RaptorDB databases across ServiceNow's global data centers and public cloud providers. Our team delivers mission-critical solutions that enable reliable service for millions of ServiceNow customers at massive scale. We partner closely with RaptorDB development team, infrastructure automation, systems engineering, security, and customer support teams to architect and implement database operations that meet rigorous standards for uptime, performance, and resilience. Role Overview As a Principal Data Platform Software Engineer, you take part in architecting solutions for operating RaptorDB at scale. You will take part in setting technical directions for database deployment strategies, lead cross functional design sessions and establish best practices across teams. This role combines hands-on engineering excellence with technical leadership, bridging on-premise technologies, cloud-native architecture, infrastructure automation, and operational resilience. What you get to do in this role Participate in architecting and designing solutions for RaptorDB deployment, operations, and resilience across ServiceNow's hybrid infrastructure (datacenters and public cloud providers). Collaborate across organizational boundaries to evolve backup, restore, replication, and failover systems that integrate with broader database reliability and scalability efforts across the platform. Drive adoption of cloud-native technologies (e.g., Kubernetes, Cloud-Native PostgreSQL) and establish reference architectures that balance operational simplicity with business requirements. Develop high-quality, clean, and maintainable code that enforces best practices in software architecture, automated testing, code reviews, and deployment pipelines. Collaborate with Architects across teams, RaptorDB development, infrastructure automation, systems engineering, and security teams to ensure database operations are secure, performant, and resilient across all environments. Lead performance analysis and optimization initiatives, including backup and restore times, recovery time objectives (RTO), and resource utilization across the fleet. Respond to urgent production incidents and provide expert guidance on database operations challenges to customer-facing and internal teams. Build and maintain institutional knowledge through documentation, runbooks, and architectural decision records that enable the team to scale. To be successful in this role you have Skilled in applying AI-assisted tools to enhance productivity across design, analytics, and software development while adhering to governance and best practices. Experience in working across organizations co-architecting and co-designing holistic solutions. Track record of helping with setting technical direction, making architectural decisions under uncertainty in a highly collaborative environment. Deep expertise with databases, including operations, operational management and backup/restore strategies. Experience designing and building distributed systems, with strong understanding of high-availability, failover, and disaster recovery architectures. Exceptional communication skills; ability to articulate complex technical concepts to both engineering and non-technical audiences. Experience in leveraging or critical thinking about how to integrate AI into work processes, decision making, or problem solving. This includes using AI powered tools, automated workflows, analyzing AI-driven insights, or reasoning about AI’s impact on how infrastructure is built and run. 12+ years of software engineering experience, with 8+ years focused on database systems, infrastructure, or cloud platforms. Hands-on proficiency with multiple programming languages (Go, Python, or equivalent) and demonstrated mastery of software engineering best practices. Experience with Kubernetes and database operators. Experience operating databases in cloud environments In-depth Linux knowledge Excellent technical problem-solving skills Background in open-source database is a plus For positions in this location, we offer a base pay of $240,100 - $420,200 , 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.

Overview The Staff Software Engineer, Voice Connectivity Engineering designs, builds, ships, and operates the connectivity layer between a customer's existing telephony and CCaaS environment and the ServiceNow Voice ecosystem. The engineer works across the full lifecycle: mapping a customer's SIP trunks, CTI integrations, and CCaaS-specific APIs, building and hardening the signaling, media, and event integrations that connect those systems to ServiceNow's Voice/CTI and Native Voice Controls platform, and proving through testing and production monitoring that calls connect, stay connected, and hand off cleanly under real network and carrier conditions. This is not an agent-building role — the engineer is not primarily authoring the prompts or instructions that drive voice AI agent behavior — but it is the foundation those agents run on: without a reliable connectivity layer, no agent, however well designed, can reach a live caller. Two things follow. First, correctness here is measured in call setup success, audio quality, latency, and failover behavior rather than model output — the engineer's product is a connection that has to hold up under real carrier, network, and vendor conditions, not just in a reference environment. Second, because every customer's telephony and CCaaS setup differs — different SIP providers, media gateways, authentication schemes, and CCaaS vendor quirks — the engineer must design integrations that are resilient and diagnosable, with clear failure signals when a segment of the call path breaks, rather than integrations that only work against the reference stack. What You Get to Do Build the connectivity layer. Design, build, and operate the SIP trunking, signaling, and media integrations that connect a customer's telephony and CCaaS platform to ServiceNow's Voice/CTI and Native Voice Controls ecosystem. Integrate with CCaaS and telephony platforms. Implement and harden integrations using the common patterns of SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio and event interfaces — across CCaaS providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX and carrier setups. Own call path reliability. Design for call setup success, failover, and graceful degradation across carriers, media gateways, and network conditions; instrument and monitor the connectivity layer for latency, jitter, packet loss, and dropped-call causes. Deliver as a forward deployed engineer, embedded in the customer's environment. Work directly inside a customer's telephony, CTI, and CCaaS environment — mapping their existing architecture, standing up and tuning the connection into ServiceNow's Voice ecosystem, and troubleshooting live issues on their network and vendor stack. Feed the Voice AI agent layer cleanly. Ensure the audio, signaling, and event streams the connectivity layer delivers are clean, well-formed, and low-latency enough for the voice AI agents running on ServiceNow's Voice ecosystem to operate correctly — partnering with agent engineering rather than building the agents yourself. Design for security and compliance on the call path. Implement SIP security, media encryption, authentication, and least-privilege access across the connectivity layer, and account for what regulated or high-security customer environments require. Specify precisely and direct engineering work. Convert customer telephony and CCaaS requirements into testable specifications and integration runbooks with explicit scope, constraints, and acceptance criteria; decompose work into implementable tasks and review the result for correctness and maintainability. Own quality and reliability in production. Monitor connectivity health across live customer deployments, triage call-path incidents, and feed recurring failure patterns back into architecture and runbooks. Collaborate across product, design, and engineering. Partner with product managers, voice AI agent engineers, and platform teams — Voice/CTI, CCaaS, and Native Voice Controls — to define integration requirements, align on tradeoffs, and communicate capability and risk clearly. Experience A demonstrated track record of building, shipping, and operating production telephony or CCaaS integrations at a Staff Software Engineer level, including hands-on delivery of connectivity between third-party telephony/CCaaS platforms and a hosted or cloud service. Direct, hands-on experience integrating with CCaaS platforms using common patterns — SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces — across multiple CCaaS providers, is required. Demonstrated technical leadership is expected at this level: setting architectural direction across teams, mentoring engineers, and driving cross-team integration decisions on voice and telephony systems. Willingness to work directly with customers in a forward deployed capacity, embedded in their telephony and contact center environment, is required; prior forward deployed experience is an advantage. Typically 8+ years of production software experience, with several years focused on telephony, CTI, or real-time communications systems. Education Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience. Advanced degrees or certifications are a plus but are not a substitute for a demonstrated record of shipping reliable, production voice and telephony connectivity. Key Competencies, Skills, and Experience Software engineering fundamentals. Strong command of data structures, algorithms, system design, APIs, data modeling, and testing. CCaaS and telephony integration patterns. Hands-on experience integrating with CCaaS platforms and telephony infrastructure using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces, across multiple providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX systems. Real-time communications and media handling. Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and the latency, jitter, and packet-loss characteristics of live audio. Call path reliability and observability. Ability to design for failover and graceful degradation across carriers and vendors, and to instrument, monitor, and diagnose connectivity issues in production. Voice platform architecture. Working knowledge of how a hosted voice and agent ecosystem — such as ServiceNow's Voice/CTI and Native Voice Controls — consumes audio, signaling, and event streams, enough to design an integration the platform can reliably use without building the agent logic itself. Specification precision and architectural judgment. Ability to define integration and connectivity problems rigorously enough for another engineer to implement correctly, and sound judgment on build-versus-integrate tradeoffs across vendor ecosystems. Safety, security, and data handling. Working knowledge of risks specific to telephony integrations — SIP security, media encryption, call-recording and PII handling, over-broad access — translated into concrete guardrails and monitoring. Forward deployed delivery and stakeholder communication. Comfort working directly with customers inside their telephony environment under incomplete information and fixed timelines, and credibility communicating capability, limitation, and risk to non-engineers. Desired Experience Forward deployed or customer-embedded delivery. Prior work as a forward deployed engineer, solution engineer, or in professional services, delivering software inside a customer's environment. Carrier and infrastructure depth. Experience with SIP trunk provisioning, PSTN/carrier relationships, number porting, and codec-level audio handling below the application layer. CCaaS platform specialization. Deep, hands-on experience with one or more major CCaaS platforms — such as Genesys, NICE, Five9, or Amazon Connect — beyond generic integration patterns. Observability tooling. Experience with tracing, monitoring, and analysis tooling for real-time communications systems, and analysis of production call and connectivity data at scale. Enterprise domain depth. Customer service, contact center operations, or enterprise IT/telephony operations, at a depth sufficient to challenge a requirement rather than only implement it. Years of Experience. At least 8 years of experience in software engineering with at least 2 years of experience in deploying contemporary AI solutions at customers. For positions in this location, we offer a base pay of $190,900 - $334,100 , 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.