Staff Software Engineer - AI Search

Company Description

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.

Job Description

This is a dynamic role where you will drive quality and development excellence across the entire software development lifecycle, from initial design and coding to comprehensive test automation and deployment. You will be responsible for both building high-quality product features and ensuring their reliability, scalability, and performance. 

The Team 

Come join the AI Search UX team and work with a talented group of engineers building out next-generation technologies in the ServiceNow cloud platform. This team is responsible for the cognitive, actionable search functionality and machine learning-based relevancy that help make ServiceNow a powerful platform used by many Fortune 500 companies.  

Key Responsibilities 

Software Development & Architecture 

• Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering, architecture, and processes. 

• Contribute to the design and implementation of new products and features while also enhancing the existing product suite. 

• Implement software that is simple to use, allowing customers to extend and customize the functionality to meet their specific needs. 

• Utilize experience with Java development using object-oriented methodologies and understanding of software design patterns, algorithms, and data structures. 

• Create and maintain Client Scripts, UI Policies, Business Rules, and Script Includes using client and server APIs to build and support AI Search’s administrative tools within the company platform. 

• Create and maintain search-related UI components using the company’s UI JavaScript/HTML/CSS framework, adhering to best practices for user experience and accessibility. 

• Develop and maintain analytics dashboards, including designing database schema and data transformation and loading of required data. 

• Modify the GraphQL, Java, and scriptable APIs exposed by AI Search to introduce new functionality and address defects. 

• Provide technical support for customer-reported search-UI/UX issues. 

• Build and maintain a highly interactive, intuitive, easy-to-use admin UI for new, innovative search and machine learning/understanding capabilities that is extensible and easy to maintain. 

• Apply new technology and innovation to improve platform functionality. 

Engineering & Test Automation 

• Own your code from design through delivery, including comprehensive test automation to ensure the delivery of high-quality products to our users. 

• Create, execute, and maintain scripts and tools for various testing frameworks. 

• Work with quality testing frameworks and tools including Java, Jenkins, JUnit, Playwright, and Selenium. 

• Create and maintain manual test plans, test suites, and test cases for end-to-end testing. 

• Contribute to improving QA processes, ensuring test cases are documented, and test results are published. 

• Assist in setting up test instances with multiple upgrade paths to support broader testing efforts. 

Collaboration & Process 

• Work closely with Product Owners to understand detailed requirements and define acceptance criteria. 

• Participate in all Agile SCRUM ceremonies, including grooming sessions, to identify key requirements and design the integrated test plan. 

• Contribute to cross-team technical discussions and decision-making. 

• Collaborate with other teams to ensure cross-product dependencies are factored into test cases and lend assistance to ensure collective success. 

Qualifications

To be successful in this role you have:

• Experience in leveraging critical 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.  

• 8+ years of experience in software engineering, with a track record of delivering high-quality products.  

• Proficiency in Python, Java, or similar object-oriented languages. 

• Experience with modern front-end frameworks such as Angular, React, or Vue. 

• Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization  

• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines 

• Understanding software quality principles including reliability, observability, and production readiness. 

• Ability to troubleshoot complex systems and optimize performance across the stack. 

• Experience with AI-powered tools or workflows, including validation of datasets, model predictions, and inference consistency. 

• Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems 

Why Join Us 

• Build and deliver high-impact software that powers digital experiences for millions of users. 

• Collaborate in a culture that values craftsmanship, quality, and innovation. 

• Work symbiotically with AI and automation tools that enhance engineering excellence and drive product reliability. 

• Be part of a culture that encourages innovation, continuous learning, and shared success. 

For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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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