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About the Role
As a Senior Staff Software Engineer on the GAIL Team, you will set the strategic direction for program scaling, own complex engagements and escalations, and build infrastructure and knowledge systems to enhance capability across the practice. This role bridges technical delivery and program strategy, leading by example on complex deployments while shaping program evolution.
Responsibilities
- Own the most complex, escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives.
- Set the strategic direction for GAIL tooling and infrastructure, defining next-generation capabilities and owning the roadmap.
- Own and evolve the GAIL playbook and quality standards across the entire practice.
- Drive systemic improvements across customer engagements by identifying patterns and translating them into playbook changes and tooling investments.
- Mentor and develop Team engineers and high-potential rotators, raising capability and shaping future leaders.
- Partner with product, engineering leadership, and customer success to translate field signal into product and program improvements.
- Represent the program in customer-facing strategic conversations and executive engagements.
Requirements
- 8+ years of software engineering experience, with substantial depth in enterprise product work and hands-on customer or field delivery.
- Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a proven track record of shipping and scaling production systems.
- Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
- Strong judgment on prompt engineering and non-deterministic model behavior, including advising on reliability, production readiness, and edge cases.
- A strategic mindset regarding standards, tooling, and scalability, balancing pragmatism with long-term program health.
- Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on.
- Strong mentoring and coaching capability, actively developing engineers and improving their skills.
- Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership.
- Demonstrated ability to influence and drive change at a program or organizational level without formal authority.
Skills
- JavaScript
- Java
- Python
- AI features deployment
- GenAI models integration
- Prompt engineering
- Shared infrastructure development
- Platform scaling
- Mentoring
- Coaching
- Communication
- Influence
Location
- AMS - North America and Canada
Work Type
- Flexible
- Remote
- Regular
Experience Level
- Senior Staff
Salary/Compensations
- $171,900 - $300,800
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans
- Flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
About the Company
- ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better.
- We're building an AI-native culture where technology and talent are unstoppable together.
- Join us to put AI to work for people.
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.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.