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About the Role

As a Principal Engineer in HRSD, you will set the technical direction for model-driven capability within the HR domain, focusing on agentic and conversational experiences. You will own the architecture, standards, and evaluation infrastructure that enable multiple teams to safely ship these experiences.

Responsibilities

Define AI architecture for the domain, including agent decomposition, composition, reasoning, context management, tool exposure, and autonomy delegation.
Manage multi-release calls, including model selection and migration, orchestration approach, build-versus-adopt decisions, and cost/latency/quality tradeoffs.
Define the autonomy boundary for HR actions, specifying which actions agents can take, which require human decision points, and which should not be attempted.
Develop the shared instruction and tool description surface as a versioned contract with upgrade-safe extension points and compatibility guarantees.
Own evaluation as infrastructure, including golden datasets, multi-turn suites, judge calibration, CI gates, and drift detection.
Ensure production quality and safety through observability for containment, hallucination rate, tool-selection error, unsafe action, and injection vectors.
Establish AI-assisted engineering standards, converting ambiguous problems into testable specifications and defining accountable agent-assisted delivery.
Handle critical integrations, risky migrations, prototypes, and unblocking complex incidents.
Collaborate with product, engineering, and design to co-create scalable AI solutions and translate business needs into technical designs.

Requirements

10+ years of software engineering experience with a record of technical direction adopted beyond your immediate team.
Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building verification evaluations.
Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, including at least one model or orchestration migration.
Entitlement-aware data handling, including per-user access enforcement, scope separation, and handling of restricted records under audit.
Evaluation experience used by engineers other than yourself, including dataset curation, judge calibration, CI gating, and drift detection.
Strong command of system design, APIs, data modeling, and testing across front-end, server-side, and relational data with a high-quality mindset.
Effective and accountable use of AI coding assistants and agents.
On-call and incident-command experience on customer-facing systems, including ownership of systemic fixes.
Experience in software stacks including Java, JavaScript/TypeScript, React, and ability to quickly learn new tools and frameworks.
Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience.
HR domain depth: case management, employee journey and lifecycle, or payroll/benefits/leave/absence sufficient to set requirements (Preferred).
Integration with core HR, payroll, or benefits systems of record, including reconciliation and eventual-consistency patterns (Preferred).
Contribution in a Forward deployment model to champion customer adoption (Preferred).

Skills

AI architecture
Model-driven capability
Agentic and conversational experiences
Natural language processing
Prompt engineering
LLM APIs
Retrieval-grounded features
Agent orchestration
Tool and function calling
Structured output enforcement
System design
API design
Data modeling
Testing
Java
JavaScript/TypeScript
React
Evaluation infrastructure
CI/CD
Observability
Incident management

Location

AMS - North America and Canada

Work Type

Flexible
Regular

Experience Level

10+ years of software engineering
Principal Engineer

Education Level

Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience.

Salary/Compensations

$199,100 - $348,400

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 are building an AI-native culture where technology and talent are unstoppable together.
Our mission is to free people from busywork so they can focus on meaningful work.

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.
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.