Distinguished Platform Engineer

The Role
As a Principal Engineer in HRSD you set the technical direction for model-driven capability across the HR domain the agentic and conversational experiences that interpret employee manager and HR agent intent reason over profile case catalog policy and knowledge context and act on the users behalf. Your unit of ownership is the architecture standards and evaluation infrastructure that let multiple teams ship those experiences safely not a single feature set.

This is not an ML research role; you do not train foundation models. It is also distinct from traditional full-stack staff work where systems follow deterministic logic. Two things shape the job: much of the load-bearing logic lives in natural language instructions prompts context tool descriptions guardrails and must be engineered with the same discipline as code; and because behavior is probabilistic correctness is established through evaluation at scale not fixed assertions.

What Youll Own

• AI architecture for the domain. How agents are decomposed and composed where reasoning happens how context is assembled and bounded how tools are exposed and how autonomy is delegated. Own the multi-release calls: model selection and migration orchestration approach build-versus-adopt and the cost/latency/quality tradeoffs behind each.
• The autonomy boundary. Decide as domain policy which HR actions an agent may take which require a human decision point and which no agent should attempt. Anything changing pay employment status restricted records or employee-relations matters requires a human in the path by construction build the mechanisms that make those constraints structural.
• The shared instruction and tool description surface. HRSD ships as product; customers configure extend and override this surface on their own instances. Treat it as a versioned contract with upgrade-safe extension points deprecation paths and compatibility guarantees.
• Evaluation as infrastructure. Own the golden datasets multi-turn suites judge calibration CI gates and drift detection that let teams change behavior safely. Extend coverage to HR-specific failure classes: access-boundary violations cross-scope leakage jurisdictional and policy-variant correctness.
• Production quality and safety. Observability for containment hallucination rate tool-selection error unsafe action and injection vectors from user-supplied content entering agent context. Because HR conversation content is itself restricted design diagnosis that works without exposing what was said.
• AI-assisted engineering standards. Convert ambiguous problems into testable specs; define what accountable agent-assisted delivery looks like for the domain specification standards review expectations verification harnesses and hold the line on it.
• Hands-on where it matters. The hard integration the risky migration the prototype that settles an architectural argument the incident nobody else can unblock.
• Partner across functions. Collaborate efficiently with product engineering design to co-create scalable AI solutions and translate business needs into robust technical designs.

Qualifications :

What You Bring

• 10 years of software engineering with a record of technical direction adopted beyond your immediate team.
• Direct hands-on experience authoring agentic instructions and prompts designing autonomous workflows and building the evaluation that verifies them.
• Production experience with LLM APIs retrieval-grounded features agent orchestration tool and function calling and structured output enforcement including at least one model or orchestration migration carried through production.
• Entitlement-aware data handling: per-user access enforcement in retrieval and tool layers scope separation between roles and handling of restricted records under audit.
• Evaluation experience used by engineers other than yourself: dataset curation judge calibration CI gating drift detection.
• Strong command of system design APIs data modeling and testing across front-end server-side and relational data work with a high quality mindset.
• Effective accountable use of AI coding assistants and agents.
• On-call and incident-command experience on customer-facing systems including ownership of the systemic fixes that followed.
• Experience in software stack including Java JavaScript/TypeScript React and demonstrated ability to quickly learn new tools and frameworks.
• Bachelors degree in CS software engineering or a related technical field or equivalent practical experience.

Preferred

• HR domain depth: case management employee journey and lifecycle or payroll/benefits/leave/absence sufficient to set requirements.
• Integration with core HR payroll or benefits systems of record including reconciliation and eventual-consistency patterns.
• Contribution in a Forward deployment model to champion customer adoption.

For positions in this location we offer a base pay of $279100 - $488400 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 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

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Remote Work :

No

Employment Type :

Full-time