Job Description
This role is for a mid-level engineer who independently designs, builds, tests, and maintains cloud-native and AI-native software components with limited supervision. The IC3 engineer takes ownership of medium-complexity features or components, works across the full development lifecycle from design through production support, and begins to mentor junior engineers. They combine solid software engineering fundamentals with growing expertise in AI/ML integration, ServiceNow platform development, and production systems. This role requires the ability to balance technical depth with broader team needs, communicate clearly with teammates and customers, and take initiative in improving code quality and product reliability.
Responsibility Area: Software Development & Feature Ownership
• Design, develop, test, and maintain AI-native software features and backend services with limited supervision
• Take full ownership of medium-complexity features from design through deployment and production support
• Contribute to technical specifications, implementation plans, prompt design, agent logic, and retrieval workflows
• Build comprehensive unit tests, integration tests, and basic evaluation checks for AI features
• Troubleshoot software defects, integration issues, and AI behavior problems in development and production environments
• Follow secure coding practices, including responsible handling of prompts, customer data, privacy, and AI safety guardrails
• Work with cloud services, APIs, containers, and CI/CD pipelines to support reliable delivery of software
• Proactively identify and fix technical debt in code you maintain; suggest improvements to teammates
Responsibility Area: ServiceNow Platform Development
• Design and develop features and customizations on the ServiceNow platform independently
• Architect ServiceNow workflows, business rules, and automations; implement client and server-side JavaScript/GlideScript
• Design data models, forms, dashboards, and reports for ServiceNow applications; optimize database queries
• Integrate third-party AI/ML services and custom APIs with ServiceNow; build REST integrations and webhooks
• Maintain and extend ServiceNow plugins and apps; follow platform best practices and architectural patterns
• Participate in ServiceNow platform upgrades and manage feature compatibility with platform updates
• Support customer implementations and provide guidance on ServiceNow platform capabilities and configuration
Responsibility Area: Communication & Collaboration
• Communicate clearly with team members, stakeholders, and cross-functional partners on technical topics
• Provide regular updates on assigned work, risks, blockers, and delivery progress
• Explain technical choices, implementation trade-offs, and AI limitations to technical and non-technical audiences
• Participate actively in design discussions, code reviews, sprint planning, and retrospectives
• Share knowledge with junior engineers through pair programming, code reviews, and informal mentoring
• Work collaboratively with product, design, and other engineering teams; seek alignment on requirements
• Communicate proactively about challenges and escalate issues appropriately
Responsibility Area: Technical Ownership & Quality
• Own medium-complexity features or components from design through delivery and production support
• Review code from peers and provide practical feedback on maintainability, correctness, and test coverage
• Support root cause analysis for customer-reported issues, including defects involving retrieval quality or model output behavior
• Mentor junior engineers informally by sharing implementation guidance, debugging approaches, and good engineering practices
• Participate in on-call support for assigned components; respond to production issues and customer escalations
• Drive improvements to development tools, testing infrastructure, and deployment processes in your areas
• Learn from production incidents and help establish practices to prevent recurrence
Responsibility Area: Customer Support & Success
• Engage with customers to understand and resolve complex technical issues
• Participate in customer issue triage, investigation, and root cause analysis
• Provide technical guidance to customers on application usage, configuration, and troubleshooting
• Contribute to customer documentation, knowledge bases, and internal runbooks
• Support critical customer escalations; own investigation and resolution of assigned issues
• Gather customer feedback and communicate product improvement opportunities to product management
• Help identify patterns in customer issues that could prevent future problems
Qualifications
• Bachelor's degree in computer science, engineering, or related field (or equivalent practical experience)
• 5-8 years of professional software development experience
• 1+ years of hands-on experience with LLM prompt engineering, AI/ML API integration, or similar AI-native development
• 1+ years of hands-on experience developing applications or customizations on the ServiceNow platform
• Strong proficiency in Python, Java, or JavaScript; growing proficiency across multiple languages
• Solid understanding of JavaScript/GlideScript and ServiceNow platform APIs and data models
• Experience with cloud platforms (AWS/GCP/Azure) and basic familiarity with managed AI services
• Solid understanding of relational and NoSQL databases; familiarity with vector databases is a plus
• Experience with RESTful APIs, microservices architecture, and modern backend frameworks
• Understanding of software testing practices; ability to write effective unit and integration tests
• Familiarity with CI/CD pipelines and automated testing frameworks
• Experience with version control systems and collaborative development workflows
• Strong problem-solving skills and ability to debug complex issues
• Good communication skills; ability to explain technical concepts to both technical and non-technical audiences
• Experience with Agile and Scrum development methodologies
• Demonstrated ability to take ownership of features and deliver them successfully
• Experience working with customers or in support-facing roles is a plus
• Familiarity with LLM orchestration frameworks (LangChain, LlamaIndex) or vector databases is a plus
• Understanding of AI/ML evaluation practices and responsible AI principles
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.
