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About the Role

The Agentic Engineering org at ServiceNow builds a conversational AI experience that turns enterprise intent into completed work. The Agent Orchestration team owns the execution core, including the agent harness, orchestration runtime, multi-agent coordination, memory management, and evaluation frameworks. Joining this team means being at the forefront of AI transformation, backed by ServiceNow's global scale and a high-growth environment.

Responsibilities

Design and build the agent execution harness, the orchestration layer that routes inputs, manages context, invokes tools, handles retries, and surfaces execution state across multi-step agentic workflows.
Own the runtime's fault tolerance, latency, and throughput; design for enterprise workflows that cannot fail silently or non-deterministically.
Instrument the harness with tracing, cost attribution, and latency visibility.
Build prompt management systems, including versioning, templating, and systematic evaluation.
Design and own evaluation frameworks (unit evals, integration evals, production monitors) that measure agent quality, catch regressions, and drive data-informed decisions.
Integrate with and abstract over frontier LLMs, managing model routing, fallback strategies, cost, and latency tradeoffs in production.
Raise the technical bar through architecture decisions, code reviews, and coaching, particularly on agentic design patterns and production AI discipline.
Define where agent logic lives and establish design standards across the team.

Requirements

4+ years building production software systems with a strong track record on reliability, performance, and scalability.
Hands-on experience shipping generative AI products, owning AI-powered features that production users depend on.
Solid depth in how large language models work: failure modes, context constraints, and how prompt design shapes model behavior at scale.
Practical prompt engineering experience: systematically designing, versioning, and evaluating prompts across model updates or A/B evaluation cycles.
A real track record in eval engineering — a portfolio of evaluation suites designed, shipped, and used to drive quality decisions in production AI systems.
Cost and efficiency awareness at the system level: experience reasoning about model routing, inference cost, and latency tradeoffs in production.
Strong software engineering fundamentals: distributed systems, API design, and testing discipline.
Comfort operating in fast-moving, ambiguous, startup-like AI product environments.

Skills

Generative AI
LLM integration
Prompt engineering
Eval engineering
Distributed systems
API design
Testing discipline
Multi-agent coordination patterns (A2A, MCP)
Agent frameworks (LangChain, LlamaIndex, or similar)
AI observability tooling
Cloud-native infrastructure
Service observability
Logging
Monitoring
Reliability engineering
Production troubleshooting

Location

AMS - North America and Canada

Work Type

Flexible

Experience Level

Senior

About the Company

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.

Equal Opportunity

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.
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.
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.