Staff Software Engineer - AI/ML

Company: ServiceNow
Location: Santa Clara
Posted on: March 22, 2026

Job Description:

The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future. You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k enterprise customers around the world. • Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability. • Drive the architecture and implementation of GenAI-driven features across our products. • Design and build scalable and reusable platform services that leverage LLMs to power user experiences. • Collaborate cross-functionally with product, research, and platform teams to translate business goals into GenAI solutions. • Define best practices for prompt engineering, fine-tuning, and evaluating LLM performance across different use cases. • Serve as a thought leader in Generative AI adoption, guiding teams through design patterns, performance trade-offs, and ethical AI considerations. • Collaborate with product managers to translate requirements into well-architected solutions, owning features from design through delivery • Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer-specific needs. • Contribute to the design and implementation of new products and features while enhancing existing product capabilities. • Integrate automated testing into development workflows to ensure consistent quality across releases. • Participate in design and code reviews ensuring best practices in performance, maintainability, and testability. • Develop comprehensive test strategies covering functional, regression, integration and performance aspects • Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality • Promote a culture of engineering craftsmanship, knowledge-sharing, and thoughtful quality practices across the team. • Build integrations with third-party applications using their cutting-edge frameworks. Qualifications To be successful in this role you have: • Experience in leveraging critical 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. • Typically requires a minimum of 8 years of related experience with a Bachelors degree; or 6 years and a Masters degree; or a PhD with 3 years experience; or equivalent experience. • Proficiency in Java or similar object-oriented languages. • Hands-on experience with GenAI technologies, including working with LLMs (e.g., OpenAI, Anthropic, Gemini, Mistral, etc.) • Strong understanding of prompt engineering techniques and experience in prompt tuning, retrieval-augmented generation (RAG), or fine-tuning LLMs for domain-specific applications. • Strong networking fundamentals (TCP/IP, DNS, TLS/mTLS, routing, load balancing) and hands-on experience operating Kubernetes in production environments. • Proficiency in OpenTelemetry-based observability, including metrics, logs, and distributed tracing (instrumentation and troubleshooting). • Ability to critically evaluate and integrate GenAI into workflows, decision-making, and customer-facing capabilities. • Experience with modern front-end frameworks such as Angular, React, or Vue. • Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization • Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines • Understanding software quality principles including reliability, observability, and production readiness. • Ability to troubleshoot complex systems and optimize performance across the stack. • Experience with AI-powered tools or workflows, including validation of datasets, model predictions, and inference consistency. • Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems Nice-to-have: • ServiceNow platform knowledge • Proficiency in OpenTelemetry-based observability, including metrics, logs, and distributed tracing (instrumentation and troubleshooting). 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 culture that encourages innovation, continuous learning, and shared success.

Keywords: ServiceNow, South San Francisco , Staff Software Engineer - AI/ML, IT / Software / Systems , Santa Clara, California