Principal Full-Stack Engineer, Experience Team

ServiceNow is a global market leader in AI-enhanced technology, seeking a Principal Full-Stack Engineer for their Experience Team. The role involves designing and building engineering infrastructure to facilitate AI-powered content creation, requiring high autonomy and the ability to define strategic direction.

Responsibilities:

• Architect and build automation pipelines that replace high-volume, repeatable content tasks — shifting the team from manual production to AI-native delivery
• Design and develop LLM-powered tooling that enables agentic content creation workflows, including prompt libraries, evaluation frameworks, and orchestration systems
• Build and maintain integrations across ServiceNow’s content platforms, knowledge management systems, and AI services — creating the infrastructure for a unified knowledge engine
• Develop MCP server configurations and agentic workflow tooling that extend AI capabilities directly into writer and engineer workflows
• Partner with Digital Technology teams to connect content systems to the broader ServiceNow platform ecosystem, including search, taxonomy, and digital experience surfaces
• Define engineering standards and architectural patterns that scale AI tooling across the team and organization
• Operate as a technical thought leader — shaping strategy, influencing platform decisions, and bringing a point of view on where AI and automation create the most leverage

Requirements:

• Hands-on experience with LLM APIs (Anthropic, OpenAI, or similar), agentic workflow design, or prompt engineering at scale
• Familiarity with MCP (Model Context Protocol) server architecture or AI agent orchestration frameworks
• Experience with content automation, structured content systems (e.g. DITA), or knowledge graph infrastructure
• Background in SaaS or enterprise technology environments
• Experience working with open source tooling ecosystems and developer workflow infrastructure
• 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
• 10+ years of software engineering experience with a strong background in systems development, backend engineering, or platform infrastructure
• Demonstrated experience building production-grade automation pipelines, workflow systems, or AI-powered tooling
• Proficiency in Python and/or JavaScript/Node.js; comfort designing across the full stack
• Experience integrating with APIs, content platforms, knowledge management systems, or enterprise data systems
• Ability to operate with high autonomy — defining scope, setting direction, and delivering end-to-end without a fully paved path
• Strong communication skills with the ability to engage technical and non-technical stakeholders equally well