Senior Software Engineer

About the role

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, and senior expertise that makes every engagement, and every rotating engineer, better than the last.

As a Senior Software Engineer on the GAIL Core Team, you run engagements end to end, apply the standards that keep the practice consistent, and strengthen the tooling and knowledge base the whole program relies on. This is hands-on, customer-facing work. You carry real deployments to the finish line and raise your own level, and the level of the engineers next to you, with every engagement.

What you get to do in this role

• Run GAIL and Go-Live Support engagements end to end, from enterprise deployments through to production go-lives, owning delivery and outcomes for the customers you're assigned.
• Own the GAIL playbook, understand it deeply, apply it with judgment, follow the required gates and sequences, and flag where it falls short, so the standard stays current.
• Use and extend shared GAIL tooling, contributing improvements back so every engineer in the rotation benefits.
• Support incoming GAIL engineers through shadowing, pairing, and coaching on early customer interactions.
• Capture patterns from your engagements and feed them into the team's knowledge base as reusable assets.
• Meet the quality bar the practice sets and hold your own work to it consistently.
• Surface field signals from your customer engagements to the Core Team and product partners.

Qualifications & Requirements

• 4+ 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.

Pay and benefits

For positions in this location, we offer a base pay of $143,200 - $243,400, 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. 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.