Sr Software Engineer

ServiceNow CRM helps companies sell, fulfil, and service customers on one AI-powered platform, spanning Customer Service Management, Field Service Management, and Sales CRM.

As a Senior Software Engineer, you will design and build features across CSM Playbooks and customer service workflows, including case and work order management and guided agent experiences.

You will own complex components end to end, working closely with product, design, and adjacent platform teams to ship workflows that agents and customers rely on every day. You will bring strong engineering fundamentals, a bias for quality at scale, and a drive to make customer-facing processes faster and more intelligent with AI.

What you will do:

• Build high-quality, scalable, clean, and reusable applications and integration solutions using ServiceNow platform and related technologies.
• Partner with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality products to our users.
• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• Own critical technical initiatives from planning to deployment, continuously refining and improving existing applications and services.
• Explore the latest ServiceNow features and evaluate them for adoption.
• Develop proof-of-concept and prototype solutions to validate architectural, design decisions and demonstrate feasibility.
• Establish and promote best practices around platform development, integrations, and performance optimization.
• Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality.
• Mentor and guide engineers, fostering technical excellence and professional growth within the team.

To be successful in this role, you have:

• 5+ years of software engineering, with a record of technical direction adopted beyond your immediate team.
• Effective, accountable use of AI coding assistants and agents.
• Direct, hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building the evaluation that verifies them.
• 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.
• 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 such as JUnit, Selenium, TestNG, and Playwright, and integrating tests into CI/CD pipelines.
• On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed.
• Ability to troubleshoot complex systems and optimize performance across the stack.
• Bachelor's degree in CS, software engineering, or a related technical field, or equivalent practical experience.

Good to have:

• Experience using AI Coding tools such as Claude or Codex.
• CRM domain knowledge and working experience.

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. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.