It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Team & Role:
This role is part of our Experience Team (UX/UI). ServiceNow is transforming how enterprise knowledge is created, delivered, and consumed. We’re moving from a world where large teams of writers produce content manually to one where AI-powered, agentic systems generate, classify, and deliver the right knowledge to the right person at the right moment — across millions of users worldwide.
This role sits at the center of that transformation. You will design and build the engineering infrastructure that makes agentic content creation possible at scale: automation pipelines, AI tooling, LLM integrations, and the systems that connect ServiceNow’s knowledge platforms into a unified, intelligent content engine.
What you get to do in this role:
Architect and build automation pipelines that replace high-volume, repeatable content tasks — shifting the team from manual production to AI-native delivery.
Design and develop LLM-powered tooling that enables agentic content creation workflows, including prompt libraries, evaluation frameworks, and orchestration systems.
Build and maintain integrations across ServiceNow’s content platforms, knowledge management systems, and AI services — creating the infrastructure for a unified knowledge engine.
Develop MCP server configurations and agentic workflow tooling that extend AI capabilities directly into writer and engineer workflows.
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Partner with Digital Technology, UX Design and UX Research teams to connect content systems to the broader ServiceNow platform ecosystem, including search, taxonomy, and digital experience surfaces.
Contribute to engineering standards and architectural patterns that scale AI tooling across the team and organization.
Qualifications
To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
6+ years of experience with Java or a similar OO language
Passion for JavaScript and the Web as a platform, reusability, and componentization
Experience with data structures, algorithms, object-oriented design, design patterns, and performance/scale considerations
Experience with any of the modern UI frameworks like Angular, React or Vue
Analytical and design skills
Ability to manage projects with material technical risk at a team level
Preferred Qualifications:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
7+ years of software engineering experience with a strong background in systems development, backend engineering, or platform infrastructure.
Demonstrated experience building production-grade automation pipelines, workflow systems, or AI-powered tooling.
Proficiency in Python and/or JavaScript/Node.js; comfort designing across the full stack.
Experience integrating with APIs, content platforms, knowledge management systems, or enterprise data systems.
Ability to operate with high autonomy — defining scope, setting direction, and delivering end-to-end without a fully paved path.
Strong communication skills with the ability to engage technical and non-technical stakeholders equally well.
Basic Qualifications:
Hands-on experience with LLM APIs (Anthropic, OpenAI, or similar), agentic workflow design, or prompt engineering at scale.
Familiarity with MCP (Model Context Protocol) server architecture or AI agent orchestration frameworks.
Experience with content automation, structured content systems (e.g. DITA), or knowledge graph infrastructure.
Background in SaaS or enterprise technology environments.
Experience working with open source tooling ecosystems and developer workflow infrastructure.
For positions in this location, we offer a base pay of $149,800 - $262,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
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 primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
