资深软件工程师
Staff Software Engineer
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得喜极而泣。这一时刻激发了Fred创建一家公司，让每个人都能摆脱琐事，专注于有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流——帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一个以AI为核心的文化，技术与人才在这里势不可挡地结合。而我们才刚刚开始。
加入我们，让AI为人们创造价值。
#### 职位描述
**职位描述**
GAIL（让AI上线）项目将工程师直接派往关键客户项目，推动真正的AI采用和可衡量的价值实现。GAIL核心团队是该项目的永久引擎——提供稳定的制度知识、工具所有权和高级专业知识，使每个项目和每位轮岗工程师都比上一次更出色。
作为GAIL核心团队的资深软件工程师，你将负责最复杂的项目，设定整个实践的质量标准，并构建可扩展的基础设施。这是一项实际的、面向客户的任务——而非理论性的流程，每一次你主导的项目，以及你带起的每位工程师，都会带来更大的影响。
**你在这个职位中将从事以下工作：**
- 主导最复杂的GAIL和上线支持项目——大规模企业部署、升级和高风险上线，这些场景最需要深度和经验。
- 负责并持续改进GAIL操作手册——确保在整个项目中，部署标准、必需的关卡和规定流程保持最新、准确且可执行。
- 构建、维护并推动所有项目共享的GAIL工具——减少重复开发，提升轮岗工程师的整体水平。
- 通过结构化的入职培训、观察学习和首次客户互动指导，辅导新加入的GAIL工程师。
- 从复杂部署中提取模式，并将其输入团队的知识库——将辛苦获得的经验转化为可复用的资产，主动提升整个团队的能力。
- 推动GAIL实践中的质量标准——定义什么是优秀，并坚持这一标准。
- 与产品和工程团队合作，收集来自现场的反馈信号
查看英文原文
#### 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
**Job Description**
The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and senior expertise that makes every engagement, and every rotating engineer, better than the last.
As a Staff Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — not theoretical process — and it compounds in impact with every engagement you lead, and every engineer you bring up behind you.
**What you get to do in this role:**
- Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most.
- Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program.
- Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation.
- Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.
- Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team.
- Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it.
- Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.
#### Qualifications
- 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery.
- Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions.
- Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments.
- Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity.
- A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning.
- A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use.
- The ability to mentor effectively — you raise the level of the engineers around you through direct coaching, not just example.
- Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders.
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](https://careers.servicenow.com/life-at-servicenow#workpersonas). 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](mailto: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.
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