Sr Software Engineer

Job Description About the team The CRM & Industry Workflows (CRM&I) engineering organisation builds the products behind ServiceNow's CRM vision: Workplace Service Delivery, Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation. Our teams operate from IDC, AMS, and EMEA, and our work spans foundational platform capabilities to the agentic experiences that define how enterprises serve their employees and customers. AI is not a layer we are adding on top. It is the new baseline. We are rewriting how products are built, how engineers work, and what "done" means. The role As a Senior Software Engineer in the Workplace engineering team, you will build features for Workplace Service Delivery and its integrations with CSM and FSM, delivering employee and customer experiences that handle millions of service interactions for our largest enterprise customers. This is not a role where AI is a productivity tool on the side. You will work AI-native: breaking problems into agent-sized tasks, curating the context that makes agent output reliable, and verifying what ships. You own a feature from specification to production, including its quality. You will work independently with general guidance from your engineering manager and architect, partner closely with product, UX, and platform engineers, and document and present your designs within your team and across adjacent teams. What you get to do Own features end to end Turn loosely defined problems into clear, testable specifications and designs that both engineers and AI agents can act on. Build across the stack (UI, workflows, APIs, data model, integrations) and own the feature through release and production behaviour. Write design documents and present them to your team and adjacent teams. Work AI-native, every day Use agentic coding tools as your default way of working: break work into agent-sized tasks, review output critically, and own its correctness. Contribute to the instruction files and agent-readable documentation that make agents effective. Help build AI-powered capabilities into Workplace products. Share what you learn about AI tools and techniques with your team. Own quality, with no handoff Write your own unit, integration, and end-to-end tests. Build accessible, responsive, enterprise-grade experiences and hold your own work to that standard.

Qualifications What you bring 5+ years building and shipping enterprise software with a Bachelor's degree, or 3+ years with a Master's. Track record of owning features end to end, from design through production, with little supervision. Strong grasp of data structures, algorithms, and system design. Full-stack proficiency: front end, back-end services and APIs, and relational data modelling. Ownership of quality: you write meaningful automated tests and think in edge cases and failure modes, without relying on a separate QE function. How you work Hands-on experience delivering real work with AI coding tools and AI-assisted workflows, and you keep up as they change. Working understanding of LLM fundamentals (context, retrieval, embeddings, hallucination) sufficient to debug model-driven behaviour. Awareness of AI-specific security risks, such as prompt injection, data leakage, and tool-access governance, and the engineering controls that address them. Strong ownership, comfort deciding under uncertainty, and clear written and verbal communication. Even better if you have Experience with the ServiceNow platform. Exposure to multi-tenant SaaS and the realities of shipping to thousands of enterprise customers. Experience building agents or RAG-based features, including evaluation and observability. Domain experience in CRM, ITSM, or WSD. Experience working with distributed teams across time zones, or working directly with customers to unblock adoption.

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in of