ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team is seeking a Staff Agentic Software Engineer to lead the design and engineering of next-generation human–AI experiences in AI powered Observability products.
Requirements
- Proven experience designing and delivering AI-powered user experiences, including conversation design, LLM integration, prompt engineering, and retrieval-augmented generation (RAG).
- Hands-on expertise with AI orchestration frameworks and building workflows for agentic or multi-agent systems.
- Strong knowledge of UX principles (human-centered design, trust, transparency, error recovery) and ability to apply them to autonomous and semi-autonomous AI agents.
- Strong proficiency in JavaScript/TypeScript, modern UI frameworks (React, Next.js, Vue, Angular), Java, REST APIs, backed by strong computer science fundamentals in data structures, algorithms, and software design.
- Strong skills in CI/CD pipelines, containerization (Kubernetes, Docker), and cloud-native deployment, delivering high-quality, tested, and code-reviewed software.
- Excellent troubleshooting, debugging, and performance optimization skills in distributed and enterprise environments.
- Preferred: Statistical background with ability to design ML systems that integrates with the full tech stack.
Responsibilities
- Lead the design and development of the next generation of AI-powered, agentic user experiences, blending innovation, usability, and trust.
- Partner with global teams to drive end-to-end product design and implementation, from prototyping to deployment.
- Define and standardize best practices across the development cycle, including design, code reviews, automation, and integration of AI orchestration and retrieval systems (RAG).
- Research and adopt emerging AI, UX, and multi-modal interaction technologies to improve scalability and productivity.
- Collaborate with product owners and stakeholders to deliver intuitive, safe, and transparent agentic solutions for diverse use cases.
- Mentor teams and champion agentic UX principles, helping shape our north star vision for human-AI collaboration.
Other
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Strong collaboration and stakeholder communication skills, with the ability to influence product direction and champion AI-first design principles.
- Preferred: Background in enterprise software design of data visualization, analytics, telemetry or observabilities products.
- Preferred: Experience with ServiceNow platform development, multi-modal interfaces (voice, vision, gesture), contributions to design systems/UX frameworks, or familiarity with responsible AI principles (bias mitigation, ethics, safety).
