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.

About the Role
The Staff AI Engineer designs, builds, and scales AI-powered solutions on the ServiceNow platform & Cloud, driving adoption of native AI capabilities (AI Agent Studio, Agentic AI, AI Control Tower) across the organization. This role combines applied AI engineering with deep expertise in enterprise generative AI platforms.

Responsibilities

• Architect and implement AI agents and workflows using ServiceNow's AI Agent Studio, Skill Kit, and Workflow Data Fabric
• Lead AI Control Tower implementation, adoption, and enablement — establishing governance policies and monitoring practices across the organization
• Integrate and configure LLM-based capabilities in Cloud & ServiceNow Platform
• Partner with product, platform, and business teams to identify high-value use cases and translate them into scalable AI solutions
• Mentor engineers, set technical direction, and establish best practices for AI system design, governance, and responsible AI use

To be successful in this role you have:

• 8+ years of software engineering experience, including 3+ years working with AI/LLM-powered platforms or products
• Strong understanding of NLP and modern LLM architectures (transformers, embeddings, vector search, agentic frameworks)
• Hands-on experience with ServiceNow's AI ecosystem — AI Agent Studio, Skill Kit, and AI Control Tower
• Familiarity with MCP (Model Context Protocol) and A2A (Agent2Agent) for governed multi-agent integration and interoperability
• Proficiency in scripting/integration (JavaScript, Python) and experience with cloud infrastructure (AWS/Azure/GCP)

Preferred Qualifications

• Direct experience rolling out AI Control Tower governance frameworks
• Familiarity with OpenTelemetry for AI system observability and monitoring
• ServiceNow certification(s) in AI or platform development

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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