Principal AI Platform Engineer

• Engineering, Infrastructure and Operations
• Santa Clara, United States
• Flexible or Remote

About the Position

Join ServiceNow as a Principal AI Platform Engineer to lead technical direction in AI and cloud solutions, shaping the future of business automation.

Responsibilities

• Analyze customer use cases. Work directly with customer business and technical teams to understand their processes, data, and goals across sales automation, CPQ, customer service, and field service, and translate ambiguous problem statements into well-scoped agentic AI use cases with clear success criteria.
• Architect the solution. Design agentic AI solutions on the ServiceNow platform - agent workflows, tool and system integrations, data and context design, and guardrails - that fit cleanly into the customer’s existing landscape and deliver measurable outcomes.
• Deploy into production. Own the path from design to live deployment: build and configure the solution, integrate with customer systems, validate behavior against intent, and shepherd it through the customer’s environment into production use.
• Set the technical strategy and standards for the group. Define the multi-engagement technical direction, reference architectures, reusable deployment patterns, and solution accelerators the FDE team applies across customers, so successful engagements scale rather than being rebuilt each time.
• Be the customer’s trusted technical advisor. Serve as the senior engineering voice in customer conversations - from working sessions to executive discussions - clearly communicating what agentic AI can and cannot do, the tradeoffs involved, and how to adopt it responsibly.
• Verify quality, reliability, and safety. Confirm that deployed agents are correct, secure, and reliable: validate edge cases and failure modes, guard against risks such as prompt injection and data leakage, and put monitoring and rollback in place for behavioral drift in production.
• Lead the FDE group technically. Provide architectural direction, review, and mentorship across the group’s engagements, unblocking the hardest technical problems and raising the overall standard of solutioning and delivery.
• Close the loop with product and engineering. Feed field learnings - recurring use cases, gaps, and platform friction - back into ServiceNow product and engineering to improve the platform for CRM & Industry customers at large.

Requirements

• Customer-facing solution delivery. Extensive experience working directly with customers to analyze needs, architect solutions, and deploy them to production - in a forward-deployed, professional services, solution architecture, or comparable delivery role.
• Agentic AI and applied ML. Hands-on experience designing and operating autonomous agent systems - planning, tool invocation, memory, context design, and guardrails - and a working command of the LLM behavior, evaluation, and failure modes needed to reason about and verify agentic solutions in production. This is not an AI research or foundation-model role.
• ServiceNow platform and CRM & Industry domain. Knowledge of the ServiceNow platform and the CRM & Industry domains this role serves - sales automation, CPQ, customer service, and field service - is preferred but not mandatory.
• Solution architecture and integration. Expert-level system design makes sound architecture and sequencing decisions under uncertainty, designs end-to-end solutions across systems and data, and judges what to build, buy, or configure to meet the outcome. Defines architectural patterns that hold across multiple customer engagements.
• Verification, security, and reliability. A disciplined, skeptical eye for whether output meets intent, plus working knowledge of the security and reliability risks specific to AI-integrated systems and how to control them with concrete, least-privilege practices, monitoring, and rollback.
• Customer engagement and communication. Excellent communication and stakeholder skills - able to run discovery and working sessions, influence customer technical and executive audiences, and clearly convey capabilities, limitations, tradeoffs, and risk.
• Technical leadership. A record of leading and coaching engineers - including senior engineers - setting reusable technical standards across teams and elevating the delivery capability of a group rather than only individual output.
• Education. Bachelor’s degree in computer science, Software Engineering, or a related technical field, or equivalent practical experience. Advanced degrees or relevant certifications are a plus but do not substitute for demonstrated ability to deliver reliable AI solutions to customers.
• Years of Experience. 15 years of related experience with a bachelor’s degree in computer science; or 12 years and a Master's degree; or a PhD with 8 years’ experience; or equivalent experience.

We Offer

• Base pay of $221,200 - $387,100 per year, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP.
• Matching donations.
• Flexible time away plan and family leave programs.
• Competitive On Target Earnings (OTE) incentive compensation structure for sales positions.

About the Company

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.

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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