Principal Full-Stack Engineer, Experience Team

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years of software engineering experience with a strong background in systems development, backend engineering, or platform infrastructure.
• Demonstrated experience building production-grade automation pipelines, workflow systems, or AI-powered tooling.
• Proficiency in Python and/or JavaScript/Node.js; comfort designing across the full stack.
• Experience integrating with APIs, content platforms, knowledge management systems, or enterprise data systems.
• Ability to operate with high autonomy - defining scope, setting direction, and delivering end-to-end without a fully paved path.
• Strong communication skills with the ability to engage technical and non-technical stakeholders equally well.
• Hands-on experience with LLM APIs (Anthropic, OpenAI, or similar), agentic workflow design, or prompt engineering at scale.
• Familiarity with MCP (Model Context Protocol) server architecture or AI agent orchestration frameworks.
• Experience with content automation, structured content systems (e.g. DITA), or knowledge graph infrastructure.
• Background in SaaS or enterprise technology environments.
• Experience working with open source tooling ecosystems and developer workflow infrastructure.
• Work Personas
• Equal Opportunity Employer
• ServiceNow is an equal opportunity employer. All qualified applicants will receive co

Benefits

Additional Information

Team & Role: This role is part of our Experience Team (UX/UI). ServiceNow is transforming how enterprise knowledge is created, delivered, and consumed. We're moving from a world where large teams of writers produce content manually to one where AI-powered, agentic systems generate, classify, and deliver the right knowledge to the right person at the right moment - across millions of users worldwide. This role sits at the center of that transformation. You will design and build the engineering infrastructure that makes agentic content creation possible at scale: automation pipelines, AI tooling, LLM integrations, and the systems that connect ServiceNow's knowledge platforms into a unified, intelligent content engine. This is a high-autonomy, high-impact role. You won't be handed a roadmap - you'll help define one. If you are energized by building systems that fundamentally change how work gets done, and want to do it at the scale of one of the world's leading enterprise software companies, this is that role. What you get to do in this role: Architect and build automation pipelines that replace high-volume, repeatable content tasks - shifting the team from manual production to AI-native delivery. Design and develop LLM-powered tooling that enables agentic content creation workflows, including prompt libraries, evaluation frameworks, and orchestration systems. Build and maintain integrations across ServiceNow's content platforms, knowledge management systems, and AI services - creating the infrastructure for a unified knowledge engine. Develop MCP server configurations and agentic workflow tooling that extend AI capabilities directly into writer and engineer workflows. Partner with Digital Technology teams to connect content systems to the broader ServiceNow platform ecosystem, including search, taxonomy, and digital experience surfaces. Define engineering standards and architectural patterns that scale AI tooling across the team and organization. Operate as a technical thought leader - shaping strategy, influencing platform decisions, and bringing a point of view on where AI and automation create the most leverage.

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