Staff Agentic Software Engineer - Workflow

We are seeking a Staff Agentic Software Engineer to lead the design and engineering of next-generation AI agentic workflows in ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of workflow automation AI/LLM technology and enterprise software engineering focusing on building scalable reliable and intelligent agent-driven processes for AI-powered observability products.

As a Staff-level contributor you will drive the strategy architecture and execution of AI-driven workflows shaping how autonomous and semi-autonomous agents orchestrate tasks across complex systems. You will partner closely with product managers architects customers and engineering teams to deliver robust human-aligned and production-ready agentic workflows that power the future of observability.

What you get to do in this role:

• Lead the design and development of agentic workflows that leverage LLMs and autonomous agents to automate complex multi-step business processes.
• Architect and implement AI agent frameworks to orchestrate planning tool use and collaboration across systems.
• Define standardize and maintain reusable workflow components (retrieval modules planners memory state machines execution engines).
• Collaborate with UX engineers product managers and domain experts to ensure workflows are human-centered safe and transparent.
• Build integrations with observability platforms APIs and other data sources.
• Apply RAG (Retrieval-Augmented Generation) structured knowledge grounding and guardrails to ensure accuracy and reliability of AI-driven workflows.
• Establish best practices for end-to-end development including design implementation testing CI/CD automation monitoring and logging of agentic workflows.
• Mentor engineering teams in agentic workflow design patterns and share expertise in LLM orchestration at scale.
• Partner with research and data science teams to evaluate LLM models optimize prompting strategies and measure workflow efficiency reliability and trust.
• Drive continuous improvement by identifying opportunities for automation optimization and AI-first redesign of existing processes.

Qualifications :

To be successful in this role you have:

• 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 AIs potential impact on the function or industry.
• Proven experience designing and deploying LLM-powered workflows or AI agents in production environments.
• Strong expertise in agentic AI orchestration frameworks and familiarity with planner-executor and multi-agent architectures.
• 8 years related experience with Bachelors or 6 years with Master or equivalent experience with a focus on workflow automation backend development distributed systems. Strong Java Python and REST API backed by strong computer science fundamentals in data structures algorithms and software design.
• Strong data background with RDBMS and TSDB and proficiency in analytical SQL and PromQL queries.
• Expertise in CI/CD pipelines containerization (Kubernetes Docker) and cloud-native deployment for AI-driven services.
• Excellent troubleshooting debugging and performance optimization skills for complex workflows and distributed agents.
• Strong collaboration and cross-functional communication skills to work with UX product and AI research teams.
• Strong statistical background with ability to design scalable robust and efficient ML systems that integrate with the full tech stack.
• Preferred: Hands on experience with UI/UX engineering in JavaScript/TypeScript modern UI frameworks (React Vue Angular)
• Preferred: Familiarity with responsible AI principles (bias mitigation safety transparency) and monitoring tools for AI/agentic workflows.
• Preferred: Experience with observability tools (Grafana Prometheus Elastic) and ServiceNow platform development.

GCS-23

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 creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by 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 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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