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Sr Software Engineer

ServiceNow · Posted Oct 29

Cloud-based workflow automation and artificial intelligence platform services

Hyderabad, IndiaFull-timeHybridSenior Level5+ years₹40.0L–₹65.0L yearly54 applicants
Software DevelopmentCloud ComputingArtificial IntelligenceWorkflow AutomationSaaSPublic Company
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About the role

The Field Service Management team at ServiceNow builds AI-native experiences for scheduling, dispatch, and service workflows that automate routine work and escalate exceptions. The role is a hands-on, forward deployed senior engineer who designs, builds, ships, and operates model-driven applications and agentic conversational experiences. You will author agentic instructions and prompts, build automated evaluation and testing for non-deterministic behavior, and work embedded in customer environments.

What you will do

  • Build AI-native applications. Design and ship applications built around agentic behavior across Field Service Management — scheduling, dispatch, and workflows that reason over context, automate routine work, and escalate exceptions.
  • Work AI-first in delivery. Direct coding agents to build, refactor, and test; use AI to think more sharply in front of customers; and apply it as part of everyday engineering practice rather than as a side tool.
  • Deliver forward deployed. Work embedded in customer environments, tuning instructions and evaluation sets on the ground, using AI to compress turnaround without cutting quality.
  • Author and maintain agentic instructions. Write, structure, and version the system instructions, role definitions, tool descriptions, guardrails, and escalation rules that govern agent behavior — treating them as reviewed, regression-covered engineering artifacts.
  • Build automated evaluation and test non-deterministic behavior. Design and operate golden datasets, multi-turn conversation suites, model-as-judge scoring, CI gates, drift detection, adversarial testing, and grounding checks that make change safe.
  • Design conversational experiences. Build experiences that hold context, confirm before consequential actions, and hand off cleanly to humans.
  • Collaborate across product, UX, and documentation. Bring the AI-first instinct into cross-functional partnerships, not just your own code.
  • Own quality and safety in production. Monitor containment, hallucination, prompt injection, and data leakage, then feed failures back into specifications and evaluation sets.

Skills used in this role

What the employer is looking for

  • A demonstrated track record of building, shipping, and operating production software, including hands-on delivery of AI-native application features that real users depend on rather than demos. Direct experience authoring agentic instructions and prompts, designing AI-driven workflows, and building evaluation and testing for non-deterministic behavior is required. Experience with chat experiences is required; voice or multi-channel experience is strongly preferred. Willingness to work directly with customers in a forward deployed capacity is required; prior forward deployed experience is an advantage.
  • Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
  • Software engineering fundamentals. Strong command of data structures, algorithms, system design, APIs, data modeling, and testing. Good to have technologies like HTML, CSS, JavaScript and Java.
  • AI-native application development. Hands-on experience with agent orchestration at the application layer, tool and function calling, context assembly, grounding against enterprise data, and handling latency, cost, and failure.
  • Agentic instruction and prompt engineering. Demonstrated skill with instructions, role definitions, tool descriptions, guardrails, structured outputs, grounding, citation, graceful failure, and disciplined iteration against measured outcomes.
  • Specification precision. Ability to define a problem rigorously enough that another engineer or an AI agent implements it correctly, and to judge when to solve it in code, in instructions, or by delegating.
  • Customer-facing delivery with AI-native speed. Comfort working directly with customers under real constraints, using AI to cut turnaround, and communicating capability and risk credibly to non-engineers.
  • AI safety and data handling. Working knowledge of prompt injection, data leakage, over-broad tool access, and unsafe autonomous action, translated into concrete guardrails and least-privilege controls.

Preferred qualifications

  • Forward deployed or customer-embedded delivery. Prior work as a forward deployed engineer, solution engineer, or in professional services, delivering software inside a customer's environment.
  • A platform-level view. Experience with agent runtimes, context engineering, retrieval, and memory.
  • Domain depth. Experience in Field Service Management, scheduling, or workforce management is valued but not required; the right engineer can learn the domain.
  • Evaluation and observability tooling. Experience with evaluation frameworks, prompt and instruction management tooling, tracing for LLM applications, and analysis of production transcripts at scale.

Benefits and support

  • Compensation and benefits are detailed in the job posting

About ServiceNow

ServiceNow logo

ServiceNow

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ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.

Industry
Software Development
Company size
10001+ employees
Founded
2004
Location
Santa Clara, California, USA
Funding stage
Public Company

Funding

Public Company · $4.08B raised

Sequoia CapitalJMI EquityGreylockFoundation Capital
  • 2026-04-17Post IPO Debt$4.00B

Leadership

BM
Bill McDermott

Chairman and Chief Executive Officer

GM
Gina Mastantuono

President and Chief Financial Officer

AZ
Amit Zavery

President, Chief Product Officer and Chief Operating Officer

PC
Pat Casey

Chief Technology Officer and EVP, DevOps

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