Staff Software Engineer - Backend

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: Lead the design and architecture of AI solutions , shaping how reasoning, memory, and orchestration come together in production systems. Own  end-to-end delivery —from design through deployment—ensuring solutions are  scalable, reliable, and performant . Work hands-on with  modern AI frameworks and open-source SDKs , with a strong emphasis on  prompt engineering and pipeline optimization . Stay current with emerging advancements in  LLMs and Agentic AI , integrating relevant techniques into our platform roadmap. Provide  technical leadership  by mentoring engineers, conducting code reviews, and defining best practices that foster a culture of innovation and quality. Partner with  product managers, architects, and leadership  to translate business requirements into robust technical solutions with measurable impact. Champion  observability and evaluation for AI systems , building out  logging, metrics, and automated evaluation frameworks  for production workloads. 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. 9+ years of experience  designing and implementing complex enterprise applications, with proven success in conversational AI and NLP platforms. Strong development skills  in  Java and Python , including building  production-grade AI/ML systems . Hands-on expertise  in  LLM-powered applications and tooling , including frameworks such as  LangChain  and  LangGraph , and vendor APIs such as  OpenAI  and  Anthropic . Deep understanding  of  agentic reasoning pipelines , evaluation frameworks, and advanced NLP techniques. Strong problem-solving abilities  with a bias for action, a customer-first mindset, and the ability to operate effectively in fast-paced environments. Demonstrated analytical skills  in evaluating model performance, optimizing inference latency and cost, and improving system efficiency end-to-end. Proven ability  to translate complex AI concepts into clear business value and communicate effectively with both technical and non-technical stakeholders. Experience providing technical leadership  and guiding successful AI/ML engineering projects across teams or domains. Bonus:  Publications, technical blogs, conference talks, or open-source contributions in  LLMs, GenAI, or AI systems engineering .   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 pri ... (truncated, view full listing at source)