Sr Staff Software Engineer ( AI Agents, Observability)

About this role

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

Come join our team. We're rapidly expanding AI agents for Observability group and building a new generation of AI Agents designed to transform how enterprises investigate, respond to, and remediate critical incidents and alerts. Our mission is to reduce mean time to resolution (MTTR) by orders of magnitude, turning reactive firefighting into proactive, intelligent automation.

The AI agents for Observability combines the intelligence of large language models, the predictive power of observability analytics, and the judgment of human incident commanders, all within a *single governed process* that runs on ServiceNow's enterprise-grade platform. This dramatically reduces the time and expertise required to triage a multi-service incident and enables organizations to maintain SLOs even as their infrastructure complexity grows.

What you get to do in this role:

• Design and architect the next generation of intelligent incident and alert investigation and remediation systems, enabling enterprises to automate away toil and focus on innovation.
• Drive the technical direction for assigned projects,defining architecture, design patterns, best practices and leveraging the latest AI/ML models for integrations.
• Collaborate with product mana...