Staff Software Engineer
Core
Design, build, and operate AI-native ITSM capabilities where agentic behavior interprets user intent, reasons over incidents/requests, and acts on behalf of users across incident-to-resolution lifecycles.
Role type
Staff Software Engineer (IC4) specializing in agentic AI systems and ITSM
Builds
Agentic workflows, conversational experiences, automated evaluation frameworks, and full-stack ITSM applications
Domain
IT Service Management (ITSM) and Agentic AI
Deliverable
production ML models | product features
Required skills
Agentic instruction authoring, AI-driven workflow design, LLM API integration, system design, full-stack development, applied ML literacy, CI/CD, mentorship
Preferred skills
ITSM domain expertise, evaluation tooling, conversation design partnership, ServiceNow platform depth
Technologies
LLM APIs, REST/GraphQL, modern component frameworks, containerized workloads, observability tools
Responsibilities
Design and ship features for intent interpretation, multi-step reasoning, and tool invocation; Author and maintain agentic instructions, role definitions, and guardrails; Build automated evaluation and testing for non-deterministic behavior; Design conversational experiences across chat and voice channels; Specify requirements for AI coding agents and review their output; Monitor production quality, safety, and reliability; Mentor IC1 to IC3 engineers
Seniority
Staff, hands-on IC with strategic ownership