Jobs at ServiceNow

Leads engineering and machine learning teams building enterprise-scale AI Search, retrieval, ranking, recommendation, personalization, and RAG systems. Responsibilities include setting architecture and strategy, deploying production ML models, improving relevance and performance, driving reliability and observability, partnering with product and engineering stakeholders, and mentoring technical teams delivering AI-powered experiences to millions of users.

Build and maintain scalable AI Search software across the full development lifecycle, including Java and front-end development, ServiceNow administrative tools, search UI components, GraphQL APIs, analytics dashboards, and machine-learning functionality. Own design, coding, testing, deployment, reliability, and performance optimization. Develop automated and manual tests using Jenkins, JUnit, Playwright, Selenium, and related frameworks. Collaborate with Product Owners and engineering teams in Agile Scrum processes while supporting customer-reported search UI and UX issues.

Drives critical cross-functional technical programs from strategy through delivery and operational transition. Translates business objectives into execution plans, establishes milestones and accountability, manages dependencies, and influences senior executives and diverse teams. Uses AI tools to accelerate delivery and synthesize information across workstreams. Leads complex programs, facilitates collaboration, communicates technical issues clearly, and manages organizational priorities, negotiation, and conflict.

Set technical direction for cloud-native platforms spanning Kubernetes, distributed systems, and hyperscaler infrastructure. Design architectures for multi-cloud topology, control planes, workload isolation, identity, reliability, and large-scale operations. Lead architectural decisions across engineering teams, mitigate technical risks, promote best practices, mentor senior engineers, and guide platform strategy for highly scalable, multi-cluster environments.

Build and maintain scalable backend applications for ServiceNow’s platform engineering team. Responsibilities include software design, Java development, reusable architecture, code reviews, unit testing, test automation, performance optimization, and product delivery. The role partners with developers and product owners to enhance existing products and create new features. Candidates should understand data structures, algorithms, object-oriented design, design patterns, web platforms, and AI-enabled productivity or workflow solutions.

Develop highly scalable Java software for ServiceNow’s platform persistence systems. Manage data lifecycles, storage, retrieval, security, performance, and recovery across relational and distributed systems. Collaborate cross-functionally on data initiatives, telemetry, visualization, and Kubernetes deployments while applying concurrency, parallel programming, and AI-assisted development practices.

Own the multi-year strategy and roadmap for ServiceNow’s native contact center, voice AI, digital channels, and agentic automation capabilities. Lead product decisions across telephony, carrier partnerships, omnichannel workspaces, routing, and AI agents. Define commercial positioning, packaging, pricing, and partnerships while influencing Product, Engineering, Legal, and Go-to-Market teams. The role requires deep CCaaS, CPaaS, telephony, conversational AI, enterprise product management, and executive stakeholder experience.

Own ServiceNow’s hyperscaler product marketing strategy across Microsoft Azure, AWS, and Google Cloud. Develop partner-specific positioning, value propositions, customer stories, sales plays, battlecards, demos, and field enablement. Collaborate with product, engineering, sales, marketing, and partner teams to launch co-innovation GTM motions, support strategic deals, influence product planning, and drive pipeline and revenue. Represent marketing in customer engagements and partner events.

Own strategy and execution for Workforce Engagement Management capabilities in CRM omnichannel contact centers. Lead AI-driven forecasting, scheduling, real-time channel monitoring, intraday optimization, coaching, skills management, and team performance experiences. Partner with UX, engineering, and data/AI teams to deliver scalable enterprise products, while applying explainable and human-controlled AI. Engage enterprise customers to validate requirements, drive adoption, and achieve measurable operational outcomes.

Own the technical foundation for Moveworks’ Developer Experience platform. Design and build SDKs, APIs, runtime abstractions, tooling, and developer-facing services that improve productivity and integration velocity. Lead platform strategy, architecture, reliability, observability, and cross-team alignment while mentoring senior engineers. The role requires deep distributed-systems expertise, production microservices experience, and end-to-end ownership of scalable developer platforms used by numerous external teams.

Own the vision, strategy, roadmap, and market success of AI-native conversational experiences across the ServiceNow platform. Lead cross-functional execution across AI/ML, engineering, design, data, go-to-market, customer success, and security teams. Translate enterprise customer needs into product priorities, define success metrics, influence executives and customers, and establish thought leadership in conversational AI while anticipating market and technology trends.

Owns complex, cross-functional strategic programs for HRSD from planning through delivery. Establishes governance, operating cadences, milestones, risk management, and accountability while aligning product, engineering, design, research, marketing, and go-to-market teams. Advises executives with data-driven insights, builds scalable processes, leads change management, and applies AI to automate operations, synthesize intelligence, identify risks, and improve organizational effectiveness.

Designs, builds, and operates telephony and CCaaS connectivity between customer environments and ServiceNow Voice. Responsibilities include SIP signaling, media and event integrations, call-path reliability, failover, security, observability, production troubleshooting, technical specifications, and customer-embedded delivery. Partners with product and engineering teams to ensure reliable, low-latency audio and event streams for voice AI agents without building agent logic.

Leads cross-APEX strategic operations for a 16,000-person AI product, engineering, and experience organization. Aligns distributed strategy teams, planning, budgeting, metrics, workforce planning, portfolio value, and operating rhythms. Partners with senior executives to drive coordinated execution, AI-enabled productivity, and organizational change. Builds and develops a team of more than 20 strategic operations professionals while communicating a unified APEX strategy and strengthening decision-making mechanisms.

Leads ServiceNow’s marketing operating model, planning rhythm, performance systems, and Office of the CMO. Partners with the CMO and executive teams to align strategy, budgets, metrics, transformation, AI adoption, M&A integration, and cross-functional execution with business outcomes. Oversees major initiatives, marketing governance, buying-group engagement, and organizational development while building a high-performing global marketing operations function.

Develop and maintain reliable cloud-native and AI-enabled software under senior guidance. Build ServiceNow workflows, business rules, forms, dashboards, plugins, and integrations using JavaScript and GlideScript. Write tested, maintainable code, troubleshoot issues, participate in code reviews, and contribute to CI/CD pipelines. Support customer issue triage, documentation, and bug fixes while learning through mentorship, pair programming, and collaborative Agile development.

Develop and test reliable AI-native, cloud-native software and ServiceNow platform features under senior guidance. Build workflows, business rules, forms, dashboards, plugins, integrations, and automated deployments. Troubleshoot development, staging, and customer issues; participate in code reviews, Agile ceremonies, documentation, and support activities. Learn modern software engineering practices, AI/ML integrations, secure coding, and ServiceNow development through mentorship and collaboration.

Serve as a strategic operational partner to a GM by managing executive time, business rhythms, cross-functional coordination, strategic initiatives, communications, meetings, board logistics, travel, offsites, and office operations. Prepare decision materials, track priorities and blockers, coordinate leadership forums, improve organizational processes, and exercise discretion when handling confidential information.

Own and build ServiceNow ITSM and ITOM demo portfolios for keynotes, events, executive briefings, launches, and field enablement. Develop workflows, integrations, personas, seeded data, scripts, and platform configurations; maintain stable, release-current demo instances; translate product marketing narratives into compelling demo stories; partner with product and engineering teams; present demos and coach presenters; and develop reusable frameworks and documentation.

Owns two enterprise customer pods through the full voice-agent lifecycle, from agent shadowing and conversation design through production launch and customer handoff. Builds scalable tooling for automated evaluation, call analytics, customer administration, and reliable agentic design patterns. Partners closely with customers and engineers while translating production learnings into platform roadmaps and repeatable product assets.