Staff Software Engineer

Join ServiceNow, a leading AI-powered platform for customer service management, field service management, and sales CRM. As a Staff Software Engineer, you will design and build features across customer service workflows, own complex components end to end, and work closely with product, design, and adjacent platform teams. You will have the opportunity to make customer-facing processes faster and more intelligent with AI, and foster a culture of continuous learning and improvement within the team.

Responsibilities

• Concevoir et construire des fonctionnalités pour les Playbooks CSM et les flux de travail de service client, y compris la gestion des cas et des ordres de travail.
• Posséder des composants complexes de bout en bout, en travaillant en étroite collaboration avec les équipes produit, design et plateforme adjacente.
• Établir et promouvoir les meilleures pratiques en matière de développement de plateforme, d'intégrations et d'optimisation des performances.
• Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the evaluation that verifies them

Requirements

• Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement — including at least one model or orchestration migration carried through production
• Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience
• 7+ years of software engineering, with a record of technical direction adopted beyond your immediate team
• Ability to troubleshoot complex systems and optimize performance across the stack
• On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed
• Experience in system design, APIs, data modelling, and testing across front-end, server-side, and relational data work with a high quality mindset
• Experience in software stack including Java, JavaScript/TypeScript, React and demonstrated ability to quickly learn new tools and frameworks
• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG, Playwright) and integrating tests into CI/CD pipelines
• Effective, accountable use of AI coding assistants and agents
• Experience using AI Coding tools such as Claude or Codex
• CRM domain knowledge and working experience