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
Senior Software Engineer, GAIL Core Team About the Program
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. It provides the stable foundation of institutional knowledge, tooling ownership, and senior expertise that makes every engagement, and every rotating engineer, better than the last.
About the Role
As a Senior Software Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work, not theoretical process, and its impact compounds with every engagement you lead and every engineer you bring up behind you.
Working in the Japan Market
Japan brings market-specific requirements and tasks that need strong engineering knowledge to solve. These include local compliance and governance expectations, language and localization needs, and integration with established enterprise environments. Customers here expect depth, precision, and thorough follow-through. In this role, a mindset of helping the market succeed is critical. You will work through these Japan-specific challenges hands-on and turn what you learn into reusable assets for the wider GAIL practice.
What You Will Do
Engagements
- Lead the most complex GAIL and Go-Live Support engagements, including large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most.
Playbook and Quality
- Own and evolve the GAIL playbook, keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program.
- Drive quality standards across the GAIL practice by defining what great looks like and holding the line on it.
Tooling
- Build, maintain, and push shared GAIL tooling across all engagements, reducing reinvention and raising the floor for every engineer in the rotation.
Mentoring and Knowledge
- Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.
- Capture patterns from complex deployments and feed them into the team's knowledge base, turning hard-won lessons into reusable assets that uplift the whole team.
Product Partnership
- Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.
Qualifications
To be successful in this role you have:
- 6+ 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 itdoesn’t, and you own that call with clear reasoning.
- A builder’s instinct for shared tooling and reusable patterns — youdon’treinvent the wheelwhen 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 justexample.
- Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders.
- Business-level English (required), with the ability to communicate fluently in written and spoken form with customers and global teams.
- Business-level Japanese (nice to have), with the ability to engage Japanese-speaking customers and stakeholders in a professional setting.
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.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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