Staff Software Quality Engineer



Quality Assurance
Waltham, MA, USA
Posted on Tuesday, July 2, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About the team :

Join the AI Search team at ServiceNow, where we are at the forefront of innovation in Enterprise Search solutions. Utilizing the latest advancements in Retrieval-Augmented Generation (RAG) technology and Generative AI, we are reshaping how organizations access and leverage information. Our mission is to empower businesses with intelligent search capabilities that enhance productivity, decision-making, and user experience. As a member of our team, you will collaborate with top-tier talent to pioneer new capabilities in AI-driven search, setting new standards for performance, reliability, and scalability.

Location : Waltham, Massachusetts OR Kirkland, Washington

What you get to do in this role:

  • Develop and execute test strategies to validate AI-driven Search functionalities and ensure scalability. Collect and report quality metrics from test execution.
  • Evaluate the quality of Retrieval and Search features, including Language Models (LLMs), and propose enhancements.
  • Work with developers and Product Managers to design specific testing strategies for features being developed and automate them.
  • Support engineering organizations in troubleshooting or addressing issues with applications and dev/test environments.
  • Take ownership of challenging projects, multitask effectively, learn quickly, and innovate to drive continuous improvement in product quality and performance.


To be successful in this role you have:

  • 6+ years professional experience in quality assurance or application development and in leading quality efforts within a scrum team of 4-6 QE engineers.
  • Experience in Java, Python, JavaScript and Selenium, Junit, JMeter and TestNG.
  • Experience with Eclipse, Jenkin, Maven, and Git.
  • Experience with Large Language Models/Generative AI is plus.
  • Knowledge of Open Source or Commercial Search technology like Lucene, Solr, Elastic Search is plus.
  • Experience with different testing techniques (e.g. performance, unit, integration, automated), their strengths and weakness, and ability to use them to best effect.
  • Advanced working knowledge and ability to use tools (such as IDE, debugger, build tools, source control, ServiceNow instances, profilers, system administration/Unix tools) to assist with daily tasks.
  • Experience driving cross-team technical discussions with an understanding of SDLC concepts.


For positions in the Massachusetts areas, we offer a base pay of $123,800 - $216,500 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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