• Lead collaboration with internal and external stakeholders to gather and track goals and KPIs • Translate product goals into comprehensive system and subsystem requirements • Generate and maintain interface control documents for subsystem and vehicle interactions • Specify functional and non-functional requirements in detailed subsystem specification documents • Support analyzing impact when there are changes to stakeholder requirements • Assist Safety Engineers in analyzing systems/subsystems to mitigate risk exposure • Ensure safety goals, requirements, and methodologies are integrated into product designs • Evaluate new requests and provide accurate estimates for new features and functions • Participate in conceptual design and documentation processes • Lead design reviews to ensure traceability and compliance • Review and approve test plans and procedures for alignment with requirements • Contribute to business development through proposal inputs and customer meetings

Company Description 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. Job Description About the Team AI Engineering and Delivery is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist, AI Agents, and the AI-driven experiences our customers rely on every day. 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 You will design, build, and operate production-grade agentic AI systems embedded across ServiceNow's platform - autonomous agents that reason over real enterprise data, take action across workflows, and run safely at Fortune 500 scale. 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 ServiceNow's data layer - CMDB, Workflow Data Fabric, and Knowledge Graph - 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 search team to ensure agents are grounded in accurate, low-latency retrieval - RAG pipelines, hybrid search, re-ranking, and evaluation - as a critical dependency of agentic quality. - Model integration and evaluation. Integrate frontier models (Anthropic, Google, OpenAI) into the Sense → Decide → Act → Govern architecture; 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. Why join us Intelligence is commoditizing. Context and execution are not. With 100B+ workflows, 6.5T transactions a year, and 85% of the Fortune 500 on our platform, we are building the system that makes AI actually work inside the enterprise - Sense, Decide, Act, Govern. What's shipping as we speak: AI Specialists autonomously resolving cases across IT, CRM, HR, and Security. Action Fabric opening our full system of action to any external agent via MCP - Anthropic's Claude Cowork is the first design partner. Project Arc with NVIDIA bringing governed autonomous desktop agents into production. Build Agent live inside Cursor, Claude Code, and GitHub Copilot. AI Control Tower with kill-switch capabilities and cross-vendor agent governance. These are production systems at Fortune 500 scale, not roadmap slides. You'd work across three problem spaces at the frontier of what we do: Autonomous Enterprise: Self-driving business processes grounded in CMDB, Workflow Data Fabric, and Knowledge Graph - context no frontier lab can replicate), Omni-channel AI Resolution: Production voice, chat, and computer-use agents with generative UI, live with customers today, AI Control Tower: Identity, entitlements, and audit-grade compliance for every agentic system in the enterprise - nobody else has this layer. You will build the substrate that connects all four: SENSE (any data) → DECIDE (any AI model) → ACT (any workflow) → GOVERN (identity + governance). The architectural inflection point is now. Qualifications To Be Successful in This Role - 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. 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .

• Tier 3 Escalation: Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope. • Root Cause Analysis: Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans that drive permanent resolution. • Operational Engineering: Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale. • Technical Documentation: Author runbooks, decision trees, and diagnostic workflows that empower Tier 1 and Tier 2 teams, and maintain a living knowledge base that evolves with the product. • Production Activation: Oversee the end-to-end transition of newly installed units into active production, validate production readiness and coordinate activation before units go live on customer fleets. • Strategic Rollouts: Support and execute the staged software and firmware updates across production and pilot fleets, monitoring post-deployment behavior and leading rapid response if regressions are detected. • Cross-Functional Collaboration: Act as the engineering bridge between Field Operations, Product, and Engineering — translating field feedback and failure patterns into hardware/software improvements. • Team Enablement: Deliver training sessions and technical briefings to field technicians and support staff to continuously raise the technical baseline across the organization.

• Sua principal responsabilidade será projetar e evoluir arquiteturas resilientes para nossos sistemas de larga escala, garantindo que nossa infraestrutura acompanhe o crescimento do negócio.