Sr Software Engineer

Job Description

About the team

The CRM & Industry Workflows (CRM&I;) engineering organisation builds the products behind ServiceNow's CRM vision: Workplace Service Delivery, Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation. Our teams operate from IDC, AMS, and EMEA, and our work spans foundational platform capabilities to the agentic experiences that define how enterprises serve their employees and customers.

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.

The role

As a Senior Software Engineer in the Workplace engineering team, you will build features for Workplace Service Delivery and its integrations with CSM and FSM, delivering employee and customer experiences that handle millions of service interactions for our largest enterprise customers.

This is not a role where AI is a productivity tool on the side. You will work AI-native: breaking problems into agent-sized tasks, curating the context that makes agent output reliable, and verifying what ships. You own a feature from specification to production, including its quality.

You will work independently with general guidance from your engineering manager and architect, partner closely with product, UX, and platform engineers, and document and present your designs within your team and across adjacent teams.

What you get to do

Own features end to end

• Turn loosely defined problems into clear, testable specifications and designs that both engineers and AI agents can act on.
• Build across the stack (UI, workflows, APIs, data model, integrations) and own the feature through release and production behaviour.
• Write design documents and present them to your team and adjacent teams.
Work AI-native, every day

• Use agentic coding tools as your default way of working: break work into agent-sized tasks, review output critically, and own its correctness.
• Contribute to the instruction files and agent-readable documentation that make agents effective.
• Help build AI-powered capabilities into Workplace products.
• Share what you learn about AI tools and techniques with your team.
Own quality, with no handoff

• Write your own unit, integration, and end-to-end tests.
• Build accessible, responsive, enterprise-grade experiences and hold your own work to that standard.

Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable