Senior Software Engineer

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows to drive business reinvention. The Senior Software Engineer will support the GAIL Core Team by leading complex customer engagements, evolving deployment standards, building shared tooling, mentoring engineers, and driving quality across AI implementation programs.

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:

• 4+ 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