Staff Software Engineer

What you get to do in this role:

We are seeking a Staff Agentic Workflow Engineer to lead the design and engineering of next-generation AI agentic workflows in ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of workflow automation, AI/LLM technology, and enterprise software engineering, focusing on building scalable, reliable, and intelligent agent-driven processes for AI-powered observability products.

As a Staff-level contributor, you will drive the strategy, architecture, and execution of AI-driven workflows, shaping how autonomous and semi-autonomous agents orchestrate tasks across complex systems. You will partner closely with product managers, architects, customers, and engineering teams to deliver robust, human-aligned, and production-ready agentic workflows that power the future of observability.

• Lead the design and development of agentic workflows that leverage LLMs and autonomous agents to automate complex, multi-step business processes.
• Architect and implement AI agent frameworks to orchestrate planning, tool use, and collaboration across systems.
• Define, standardize, and maintain reusable workflow components (retrieval modules, planners, memory, state machines, execution engines).
• Collaborate with UX engineers, product managers, and domain experts to ensure workflows are human-centered, safe, and transparent.
• Build integrations with observability platforms, APIs, and other data sources.
• Apply RAG (Retrieval-Augmented Generation), structured knowledge grounding, and guardrails to ensure accuracy and reliability of AI-driven workflows.
• Establish best practices for end-to-end development, including design, implementation, testing, CI/CD automation, monitoring, and logging of agentic workflows.
• Mentor engineering teams in agentic workflow design patterns and share expertise in LLM orchestration at scale.
• Partner with research and data science teams to evaluate LLM models, optimize prompting strategies, and measure workflow efficiency, reliability, and trust.
• Drive continuous improvement by identifying opportunities for automation, optimization, and AI-first redesign of existing processes.

To be successful in this role you have:

• 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, automat