[Hiring] Senior Staff AI Engineer @ServiceNow

Role Description

The Access AI team is the customer-obsessed engineering group building the agentic AI and enterprise-scale harness platform that powers agents for Access Management across all Identity Security Products. We build AI as foundational platform infrastructure — prioritizing robustness, performance, safety, and real-world customer impact at scale.

Types of problems you’ll get to work on

• Architect, build, and operate production-grade agentic AI systems — autonomous agents that reason over enterprise data and execute mission-critical identity security actions at Fortune 500 scale.
• Shape the architectural patterns, scalability guardrails, and strategic vision for autonomous enterprise security as a tier-one technical leader at the intersection of Agent research and large-scale backend systems.

Your core focus areas:

• Agentic architecture: Design and ship multi-agent systems — orchestration, tool use, planning loops, memory, and failure recovery — that operate reliably in production, not in notebooks.
• Enterprise-grounded reasoning: Build agents that leverage Access Graph, Access Reviews, and permission and risk data — to make decisions with context no frontier model has on its own.
• Trust, safety, and governance: Own the guardrails: observability, human-in-the-loop controls, and compliance infrastructure that make autonomous systems safe to deploy at scale.
• Retrieval and grounding: Work closely with our different product teams, platform and graph teams to ensure agents are grounded in accurate, low-latency retrieval — RAG pipelines, semantic search, re-ranking, and evaluation — as a critical dependency of agentic quality.
• Model integration and evaluation: Integrate frontier models, evaluate trade-offs across cost, latency, and capability for production use cases.
• Engineering leadership: Raise the technical bar through architecture decisions, code reviews, and coaching — particularly on agentic design patterns and production AI discipline.

Qualifications

• 8+ years of software engineering with strong fundamentals in data structures, algorithms, and distributed systems.
• Hands-on depth designing, shipping, and operating agentic systems in production — multi-agent orchestration, tool calling, planning loops, memory, and failure recovery. Not prototypes.
• Production-grade Python. Systems language (Go, Java, or C++) is a plus.
• Working experience with frontier AI SDKs (Anthropic, Google, or OpenAI) — prompt engineering, structured outputs, and model evaluation in production settings.
• Familiarity with RAG and retrieval patterns in production — vector stores, hybrid search, and retrieval evaluation metrics.
• Track record of technical leadership: architecture ownership, code quality bar-raising, and mentoring engineers on production AI practices.

Nice to Have

• Deeper specialization in search and retrieval at scale or MLOps/model observability.
• Published work or open-source contributions in agentic systems or retrieval.
• Exposure to LLM fine-tuning or inference optimization in production.

Benefits

• Base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.