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:

• Leverage AI capabilities to design and implement solutions that deliver measurable business value-from intelligent automation and insights to personalised digital experiences.
• Architect, build, and optimise scalable, maintainable, and reusable systems that integrate AI into enterprise workflows with performance, reliability, and production readiness in mind.
• Collaborate with cross-functional teams (product, design, data science, and platform engineering) to translate complex business challenges into practical, AI-powered capabilities.
• Lead the end-to-end AI lifecycle - data collection, model integration, monitoring, evaluation, and continuous improvement.
• Experiment with emerging AI frameworks, LLMs, and automation tools to prototype innovative solutions and assess production readiness.
• Champion engineering excellence by embedding automated testing, CI/CD best practices, observability, and reliability into all phases of development.
• Mentor and guide engineers, sharing best practices for software craftsmanship, responsible AI use, and continuous learning across the team.
• Partner with architecture and platform teams to define standards and governance for responsible, ethical, and secure AI implementation.
• Participate in design and code reviews to ensure adherence to best practices in performance, maintainability, scalability, and testability.
• Promote a culture of innovation and collaboration, sharing insights that advance both AI adoption and software quality organisation-wide.

Qualifications
To be successful in this role you have:

• Proven experience leveraging AI to drive measurable business or operational outcomes - automating workflows, generating insights, or enhancing user decision-making.
• Day-to-day work involves JavaScript, but strong foundations in Java, Python, or similar object-oriented languages are equally valued. Must have 6+ years of enterprise-level software engineering experience.
• Solid understanding of data structures, algorithms, design patterns, and performance optimisation, particularly in AI-driven systems.
• Strong proficiency in modern UI frameworks (React, Angular, Vue) and building intelligent, modular front-end solutions.
• Practical experience with cloud AI services and platforms (e.g., Azure AI, AWS SageMaker, Vertex AI) and integrating ML models into production applications.
• Familiarity with automated testing frameworks (JUnit, Selenium, TestNG) and CI/CD pipelines to ensure consistent, high-quality releases.
• Understanding of software quality principles including reliability, observability, and production readiness.
• Strong analytical and problem-solving skills, with the ability to assess AI feasibility, risk, and business impact.
• Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems.
• Excellent communication and collaboration skills, with the ability to influence technical direction and mentor others in best practices.

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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