Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
We are seeking a Staff Agentic Software Engineer to lead the design and engineering of next-generation human–AI experiences in ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of UX design, AI/LLM technology, and software engineering, focusing on building intuitive, trustworthy, and adaptive interfaces for AI powered Observability products.
As a Staff-level contributor, you will drive strategy, design, and execution of AI powered observability products, shaping how users interact with agentic AI systems. You will partner closely with designers, product managers, customers and engineers to bring human-centered AI experiences to life.

WHAT YOU GET TO DO IN THIS ROLE:

• Lead the design and development of the next generation of AI-powered, agentic user experiences, blending innovation, usability, and trust.
• Partner with global teams to drive end-to-end product design and implementation, from prototyping to deployment.
• Define and standardize best practices across the development cycle, including design, code reviews, automation, and integration of AI orchestration and retrieval systems (RAG).
• Research and adopt emerging AI, UX, and multi-modal interaction technologies to improve scalability and productivity.
• Collaborate with product owners and stakeholders to deliver intuitive, safe, and transparent agentic solutions for diverse use cases.
• Mentor teams and champion agentic UX principles, helping shape our north star vision for human-AI collaboration.
  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.
• Proven experience designing and delivering AI-powered user experiences, including conversation design, LLM integration, prompt engineering, and retrieval-augmented generation (RAG).
• Hands-on expertise with AI orchestration frameworks and building workflows for agentic or multi-agent systems.
• Strong knowledge of UX principles (human-centered design, trust, transparency, error recovery) and ability to apply them to autonomous and semi-autonomous AI agents.
• 8 years related experience with Bachelors or 6 years with Master or equivalent experience with UI/UX engineering. Strong proficiency in JavaScript/TypeScript, modern UI frameworks (React, Next.js, Vue, Angular), Java, REST APIs, backed by strong computer science fundamentals in data structures, algorithms, and software design.
• Strong skills in CI/CD pipelines, containerization (Kubernetes, Docker), and cloud-native deployment, delivering high-quality, tested, and code-reviewed software.
• Excellent troubleshooting, debugging, and performance optimization skills in distributed and enterprise environments.
• Strong collaboration and stakeholder communication skills, with the ability to influence product direction and champion AI-first design principles.
• Preferred: Statistical background with ability to design ML systems that integrates with the full tech stack.
• Preferred: Solid data background with RDBMS and TSDB, and proficiency in analytical SQL and PromQL queries.
• Preferred: Background in enterprise software design of data visualization, analytics, telemetry or observabilities products.
• Preferred: Experience with ServiceNow platform development, multi-modal interfaces (voice, vision, gesture), contributions to design systems/UX frameworks, or familiarity with responsible AI principles (bias mitigation, ethics, safety).