Software Engineer

The team
Build Agent is ServiceNow's AI coding assistant, purpose-built for the platform's metadata-driven substrate - operating natively across ServiceNow's scoped applications, tables, and metadata types. The framework is critical to Build Agent success — it's already driven measurable wins: recovering Build Agent correctness, cutting latency and inference cost ahead of a major release, and catching high-severity defects that manual testing missed before they reached production.
Key areas of focus include:
Evaluation Infrastructure: Golden prompt sets, Pass@1 and functional scoring, failure categorization (plumbing vs. metadata-creation failures), and coverage across ServiceNow metadata types and UI workflows.
Model Support & Benchmarking: Structured evaluation of candidate foundation models against the production default, with failure-consistency analysis to separate scaffold/tuning issues from genuine capability gaps.
Telemetry: Token usage, cache efficiency, and inference cost tracked alongside correctness as first-class release signals.
What you get to do in this role
Eval orchestration at scale
Agent observability and tracing
To be successful in this role you have:
Direct experience building evaluation systems for LLM-based products — scoring methodology, benchmark design, and failure analysis, not just prompt engineering.
A working understanding of coding agent architecture: tool use, agentic loops, context management, and the tradeoffs between generic and domain-specific scaffolding.
2+ years of experience with technologies relevant to ServiceNow, including advanced coding skills and fluency in one or more of Java, C++, Shell, or JavaScript.
Experience critically evaluating foundation models — distinguishing real capability differences from tuning or scaffold artifacts.
Ability to execute against ambiguous priorities, weighing context, risk, and desired outcomes — particularly where eval data is incomplete or contested.
For positions in this location, we offer a base pay of $125,700 - $194,800, 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.

Employment type
Full-time

Work arrangement
Hybrid