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

The Senior Software Engineer (IC3) on AI-Native ITSM designs, builds, and delivers agentic and conversational features that help IT operators and end-users navigate the ITSM workflows. You work within an established architecture and domain strategy to author agentic instructions, build conversational experiences, and integrate AI capabilities into production ITSM workflows.



Unlike traditional full-stack roles, you engage directly with natural-language engineering—prompts, instructions, and tool definitions are your working materials, versioned and tested alongside code. You design and build the automated evaluation that verifies agentic behavior at scale, and you own the correctness and safety of the features you ship. You collaborate with IC4 architects on domain strategy and mentor IC1-IC2 engineers on the practices that make agentic delivery reliable. #### What You Do - Build agentic features within the incident and request lifecycle: Deliver complete features that span intent interpretation, multi-step reasoning, tool invocation, and action—such as intelligent request categorization, incident summarization and classification, or guided self-service resolution—working within the domain architecture established by IC4. - Author and test agentic instructions: Write system instructions, to

📌 Sr Software Engineer (Hyderabad)
🏢 ServiceNow
📍 Hyderabad