Principal Software Engineer - AI​/ML

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are a strategic innovation group focused on building intelligent, conversational experiences that transform how users interact with enterprise systems. The team is responsible for delivering AI-powered search and agentic workflows that enhance productivity, streamline operations, and improve user satisfaction across IT, HR, and customer service domains.

• Design and develop conversational AI agents that guide users through complex workflows like change management, onboarding, and incident triage.

• Build intelligent search capabilities using LLMs to deliver context-aware results.

• Contribute to agentic systems that automate browser and voice-based tasks without APIs.

• Collaborate with cross-functional teams to deliver scalable, secure, and high-performance AI solutions.

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)

• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.

• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs

• Contribute to the design and implementation of new products and features while also enhancing the existing product suite

• Be a mentor for colleagues and help promote knowledge-sharing

• 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.

• Passion for software development, problem solving, coaching and mentoring other software engineers

• High energy and an aptitude for learning new technologies

• 10+ years of experience in designing & implementing user experience and server-side application frameworks

• Exceptional Java and JavaScript skills

• Deep knowledge and experience with declarative meta-data driven frameworks for enterprise applications

• Deep knowledge of AJAX, JSON, HTML, XML, CSS, REST and associated technologies

• Knowledge of web user interface unit testing, profiling, and code tuning

• Exceptional problem- solving skills

• Self-starter with a quick learning curve

• Strong written and verbal communication

• Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines

• Understanding software quality principles including reliability, observability, and production readiness.

• Ability to troubleshoot complex systems and optimize performance across the stack.

• Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems

For positions in this location, we offer a base pay of $217,500 - $380,700, 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…