Staff Software Engineer

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows. The Staff Software Engineer on the GAIL Core Team leads complex customer-facing AI deployments, evolves deployment standards and shared tooling, mentors engineers, and drives quality and product feedback across the practice.

Responsibilities:

• Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most
• Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program
• Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation
• Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions
• Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team
• Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it
• Partner with product and engineering to surface field signal from customer engagements and close the feedback loop

Requirements:

• 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery
• Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions
• Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments
• Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity
• A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning
• A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use
• The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example
• Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders