Senior Staff Software Engineer - Impact - Central AI

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
ServiceNow Impact is transforming how organisations accelerate value and achieve digital transformation success. This isn't just another product-it's a strategic platform that combines AI, analytics, and human expertise to deliver measurable business outcomes. By joining the Impact team, candidates will:

• Shape the Future of Digital Transformation
  Build solutions that empower global enterprises to make smarter, data-driven decisions and realise value faster.
• Innovate with Cutting-Edge Technology
  Leverage AI, machine learning, and automation to deliver proactive insights, preventative controls, and personalised recommendations.
• Deliver Real-World Impact
  Help customers optimise platform health, track KPIs, and achieve their business goals through prescriptive guidance and premium support.
• Collaborate with Experts
  Work alongside a passionate team of engineers, designers, and strategists who are redefining customer success.
• Create Meaningful Experiences
  Design visually compelling, intuitive digital journeys that make complex processes simple and impactful.

Joining the Impact team means building technology that matters-technology that accelerates ROI for customers and sets new standards for enterprise value delivery.
Job Description
What you get to do in this role:

• Lead the design and development of AI-powered solutions that deliver measurable, large-scale business impact-spanning automation, insights, and next-generation customer experiences.
• Architect and evolve scalable, secure, and performant systems, ensuring the seamless integration of AI into ServiceNow's product ecosystem.
• Partner with product and engineering leadership to shape long-term technical strategy and influence the roadmap for AI-enabled innovation across the platform.
• Drive the end-to-end AI lifecycle, from data acquisition and model integration to observability, bias monitoring, and continuous improvement, ensuring enterprise-grade quality and reliability.
• Evaluate and prototype emerging AI technologies-including LLMs, vector databases, and generative AI frameworks-to identify high-value opportunities for adoption and differentiation.
• Establish and champion best practices for responsible AI, data ethics, and model governance, ensuring trust, transparency, and compliance across implementations.
• Serve as a technical leader and mentor, guiding engineers and cross-functional teams in areas of architecture, system design, and intelligent automation.
• Participate in and lead design and architecture reviews, setting standards for performance, maintainability, and testability across complex, distributed systems.
• Collaborate across ServiceNow's product and platform teams to define scalable patterns, reusable components, and shared AI infrastructure that enable consistency and innovation across the organization.
• Foster a culture of engineering craftsmanship, experimentation, and excellence, encouraging continuous learning and technical depth.

Qualifications
To be successful in this role you have:

• Deep experience leveraging AI to transform business processes, with a proven track record of integrating machine learning or automation into large-scale enterprise systems.
• 10+ years of software engineering experience, including designing, architecting, and delivering complex, high-performance, reliable systems at scale.
• Advanced proficiency in Java or a similar object-oriented language (Python, Kotlin, Go), with strong architectural skills and the ability to design for extensibility and resilience.
• Strong expertise with JavaScript and modern UI frameworks (React, Angular, Vue), building intelligent, modular, and highly interactive applications.
• Deep understanding of system design, distributed computing, data structures, algorithms, and performance optimisation for large-scale AI-driven systems.
• Hands-on experience with cloud platforms and AI services (AWS, Azure, GCP, or proprietary AI platforms) and the ability to assess trade-offs for scalability, performance, and cost.
• Familiarity with automated testing, CI/CD, observability, and production readiness within AI-enabled environments.
• Proven ability to lead complex technical initiatives, influencing architecture and technical direction across teams while balancing strategic alignment and business impact.
• Exceptional leadership, communication, and collaboration skills, with a passion for mentoring and uplifting engineering teams.
• A strong commitment to responsible AI, innovation, and engineering quality-driving excellence in both technology and culture.

Why Join Us

• Lead the design of intelligent, AI-driven experiences that redefine how millions of people work.
• Collaborate in a culture that values craftsmanship, innovation, and technical excellence at every level.
• Work symbiotically

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 law. In 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 [email protected] 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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