Senior Staff AI-Native Software Engineer – Agentic Systems
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Job Description
About the Team
AI Engineering and Delivery is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist, AI Agents, and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure — prioritizing robustness, performance, safety, and real-world customer impact at scale.
Types of problems you’ll get to work on
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:
• 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.
Requirements
Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable