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.

Job Description

About the team:

The Agentic AI team is a platform engineering group responsible for building ServiceNow's AI Agents framework—the foundational infrastructure that enables product teams and customers to create intelligent, autonomous agents. We design and develop agentic pipelines using Python and Java, delivering capabilities such as agent reasoning, memory, orchestration, and evaluation at enterprise scale.

Beyond core platform development, engineers on this team have the opportunity to contribute to research initiatives in agent learning, agentic evaluation methodologies, and analytics. We embrace the rapidly evolving landscape of LLMs and Agentic AI while maintaining the reliability and performance standards required to operate at ServiceNow's scale.

What you get to do in this role:

• Design, implement, and optimize LLM pipelines using frameworks such as LangChain, LangGraph, and vendor APIs (OpenAI, Anthropic, etc.).
• Write clean, efficient, and scalable code in Python and Java, applying best practices in ML engineering and enterprise application development.
• Develop and refine prompt engineering strategies and agent reasoning workflows to improve accuracy and reliability.
• Build and maintain evaluation frameworks for measuring model performance, including custom metrics for agent instructions and reasoning.
• Debug, profile, and optimize inference pipelines for latency and cost efficiency at scale.
• Collaborate closely with product teams to translate business needs into technical implementations.
• Contribute to end-to-end development from prototyping to production deployment in enterprise environments.
• Stay current with the latest advancements in LLMs, Agentic AI, and orchestration frameworks, applying new techniques where beneficial.

Qualifications

To be successful in this role you have:

• Experience in leveraging and critically evaluating AI integration into work processes, decision-making, and problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, and exploring AI’s potential impact on business functions or the industry.
• 4 to 6+ years of hands-on experience designing and building AI/ML pipelines and solutions, with a strong emphasis on scalable, production-grade applications.
• Proficiency in Python (ML libraries and GenAI/LLM frameworks) and Java for enterprise application development and object-oriented design.
• Practical experience with LLM frameworks such as LangChain and LangGraph, as well as leading vendor SDKs and APIs (OpenAI, Anthropic, etc.).
• Strong expertise in prompt engineering and designing agentic reasoning workflows and pipelines.
• Solid understanding of ML evaluation techniques, with hands-on experience implementing model monitoring and metrics.
• Proven ability to debug and optimize inference pipelines for both performance and cost efficiency.
• Strong problem-solving skills with the ability to thrive in fast-paced, agile development environments.
• Nice to have: Contributions to open-source projects, technical blogs, or papers related to LLMs and GenAI.

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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