ServiceNow

Software Engineer, Agentic Systems - Moveworks

ServiceNow$120K — $160K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Deep experience in at least 3 of the following areas: distributed systems, concurrent/async programming, event-driven architectures, database systems, observability, gRPC/protobuf.
  • 2+ years of building production backend/infrastructure systems.
  • Strong proficiency in Python or Go, with a preference for both.
  • Experience in designing and operating systems capable of handling real traffic at scale.
  • Ability to navigate and solve ambiguous and novel problems without predefined solutions.

Responsibilities

  • Build and own an agent orchestration engine to manage long-running sessions across multiple interactions.
  • Implement distributed session management using DynamoDB and crash recovery mechanisms.
  • Develop an event-driven message pipeline for ordered delivery and real-time streaming.
  • Utilize structured concurrency to handle multiple tasks per session efficiently.
  • Establish observability infrastructure with tools like OpenTelemetry for distributed tracing.
  • Create caching and state layers with Redis and DynamoDB for optimized performance.

Benefits

  • Flexible work personas accommodating remote and in-office arrangements.
  • Supportive company culture that values trust and flexibility in the distributed work environment.
Full Job Description
Job Description

The Role

We're building the runtime infrastructure that powers Moveworks' AI agents - the systems that orchestrate, execute, and deliver agent responses to millions of enterprise users in real time. This is not an ML role. This is a distributed systems engineering role at the heart of the agentic AI wave.

Our AI agents can plan, execute multi-step workflows, call tools, wait on human input, and resume - all while maintaining correctness, observability, and low latency. The systems that make this possible are what you'll build and own.

What you get to do in this role:
  • Agent orchestration engine - A state machine that manages long-running agent sessions, coordinating planning, execution, and user interaction across multiple LLM calls and tool invocations
  • Distributed session management - Lease-based ownership using DynamoDB conditional writes, heartbeat protocols, and crash recovery via checkpointing
  • Event-driven message pipeline - SQS FIFO queues for ordered delivery, Kafka consumers for event processing, and real-time streaming via gRPC and Socket.IO
  • Structured concurrency - Python asyncio TaskGroups running multiple concurrent tasks per session (message polling, lease heartbeats, output publishing, orchestrator execution) with fail-fast semantics and graceful cancellation
  • Observability infrastructure - OpenTelemetry instrumentation, distributed trace context propagation across async boundaries, custom span lifecycle management for sessions that span minutes
  • Caching and state layers - Redis, DynamoDB KV stores with per-org/per-bot scoping, batch read optimization, and hot-reload configuration


Qualifications

To be successful in this role you have:

You should have deep experience in at least 3 of these areas:
  • Distributed systems: consistency models, idempotency, exactly-once delivery, distributed locking/leasing
  • Concurrent/async programming: Python asyncio, Go goroutines, structured concurrency, cancellation handling
  • Event-driven architectures: message queues (SQS, Kafka), pub/sub, backpressure, delivery guarantees
  • Database systems for infrastructure: DynamoDB (conditional writes, transactions), Redis (connection pooling, pub/sub)
  • Observability: OpenTelemetry, distributed tracing, span context propagation, Prometheus metrics
  • gRPC/protobuf: streaming RPCs, service interface design, error handling patterns

Required:
  • 2+ years building production backend/infrastructure systems
  • Strong in Python or Go (ideally both)
  • Experience designing and operating systems that handle real traffic at scale
  • Comfort with ambiguity - these are novel problems without textbook solutions


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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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