[Hiring] Principal AI Platform Engineer @ServiceNow

Role Description

The Principal AI Platform Software Engineer acts as the Forward Deployed Engineer (FDE) lead architect directing a group of FDEs in the CRM & Industry Engineering organization to design, build, ship, and operate autonomous intelligence systems.

• Act as the Lead Architect for a group of FDEs.
• Establish FDE best practices and reference architecture across the group of 30+ FDEs in the CRM & Industry Engineering organization deploying Agentic AI solutions across Case Management and Conversational channels like Voice and Chat.
• Translate customer use cases into precise specifications.
• Convert customer AI use cases into efficient Agentic AI solutions using the ServiceNow AI Platform and other AI tools.
• Orchestrate AI agents to build and refactor software.
• Decompose work into agent-sized tasks and direct AI coding agents and tools to generate, modify, and refactor production code across multiple files and services, supervising several workstreams in parallel.
• Engineer context for reliable agent output.
• Author and maintain the context that drives correct results — system prompts, agent configuration and instruction files, architectural decision records, glossaries, golden examples, and agent-readable documentation.
• Verify and review output against intent.
• Rigorously evaluate code — human- or agent-generated — for correctness, spec adherence, security, performance, and maintainability.
• Make architectural and design decisions under uncertainty.
• Determine what to build, in what sequence, and within what constraints before agents begin work.
• Own quality, security, and reliability in production.
• Take end-to-end responsibility for the software you ship — integrating changes safely, monitoring production, and defending against risks like prompt injection and secret leakage.

Qualifications

• A demonstrated track record of building, shipping, and operating production software, with hands-on experience delivering real systems using AI-native methods.
• Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
• Advanced degrees or relevant certifications are a plus but are not a substitute for demonstrated ability to ship reliable software with AI-native practices.
• Strong command of data structures, algorithms, system design, testing, and modern software development practices.
• A working command of the machine learning concepts that govern how these systems behave.
• Practical, current proficiency with agentic coding tools and AI-assisted development workflows.
• Hands-on experience designing and operating autonomous agent systems.
• Skill in designing systems that determine what information models receive, when it is retrieved, and how context evolves over time.

Requirements

• For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity, variable/incentive compensation, and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Benefits

• Health plans, including flexible spending accounts.
• A 401(k) Plan with company match.
• ESPP and matching donations.
• A flexible time away plan and family leave programs.