It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
About the Team
The Adoption Services team builds and quality-assures a connected suite of in-product experiences designed to help customers learn, adopt, and use the platform successfully. By embedding targeted assistance directly into the workflow, these capabilities accelerate time-to-productivity, simplify complex onboarding, improve feature discovery, and reduce support dependency.
The core portfolio features a reorganized structure starting with
Dynamic Guidance which provides conversational, voice-based AI assistance equipped with consent controls, transcripts, pause/resume, multi-tab synchronization, and resilient connectivity.
AI Native Help for AI-generated answers, contextual Q&A, term and widget popovers, page- and element-level nudges, auto-launch guidance, and secure role and domain controls.
Guided Tours offering accessible, localized, multi-page walkthroughs spanning Classic UI, custom pages, portals, workspaces, and AI experiences.
Help Center delivers searchable, localized articles featuring rich media, role-targeted content, feedback loops, telemetry, contextual help, and AI-generated article support.
Guided Setup provides configurable single- and multi-run setup journeys, checklists, embedded activities, permissions, migration support, and domain-separated execution.
What’s New for release discovery via unread badges, feature cards, multimedia carousels, availability indicators, and personalized content, alongside
Onboarding Modals for targeted multi-step announcements, interactive questionnaires, rich media, and configurable calls to action.
Beyond individual product features, the team is supported by critical platform and technical foundations. These include AI and content services that power AI-generated Help Center articles, global content delivery network (CDN) integration for scalable performance, and rigorous quality standards ensuring cross-browser compatibility, web accessibility, and multi-language localization. Additionally, the architecture enforces strict governance, security, and domain-separated execution while driving smooth platform upgrades, telemetry tracking, and the transition toward LUX (Next-Gen UX) frameworks.
Together, these capabilities deliver major business value and strategic outcomes by accelerating time-to-value, enhancing feature adoption, enabling self-service productivity, and significantly reducing support ticket volumes through proactive in-product assistance.
About the role
We’re looking for a Sr Staff Software Engineer to set technical direction for a team building AI-native products . You’ll shape how we design, build, and operate systems where AI agents, LLM-driven workflows, and traditional platform engineering work together. This is a hands-on role with broad influence: you’ll make architectural calls, raise the engineering bar, and help the team move from AI-assisted development to AI-native delivery.
What you get to do in the role:
- Lead the design and delivery of complex, cross-functional features across the platform, from architecture through production operations.
- Build AI-native capabilities, including LLM-integrated workflows, agentic patterns, prompt and context design, and evaluation pipelines, with reliability and governance built in.
- Define and drive how the team uses AI tools across the development lifecycle: code generation, test automation, review, triage, and documentation. Measure the impact and share what works.
- Mentor senior and mid-level engineers and set standards for code quality, observability, and safe AI usage.
- Partner with product, UX, and other engineering leads to turn ambiguous problems into scoped, shippable plans.
- Own production quality for your area, including defect triage, release readiness, and gate reviews.
Qualifications
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.
- 12+ years of software engineering experience, with a track record of technical leadership at the staff level or equivalent.
- Strong proficiency in Java, JavaScript, or another language relevant to the platform, plus solid system design skills.
- Hands-on experience building or integrating LLM-based features: prompt design, retrieval or context management, evaluation, and cost/latency tradeoffs.
- Working knowledge of agentic architectures, including tool use, orchestration, and human-in-the-loop controls.
- Experience using AI-assisted development tools in daily work, with an opinion on where they help and where they don’t.
- Clear written and verbal communication, including the ability to brief senior leaders and align multiple teams.
- Familiarity with enterprise SaaS, multi-tenant systems, and secure, compliant software delivery.
Nice to have
- Customer-facing adoption work, not just implementation.
- Easy to adopt to the AI tech stacks and tools such as LIT Framework, Temporal.
Additional Information
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 [email protected] 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.
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