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 Staff Software Engineer (IC4) on AI-Native ITSM designs, builds, ships, and operates capabilities whose core behavior is model-driven rather than explicitly authored—agentic and conversational experiences that interpret an IT operator's or end-user's intent, reason over incident, request, change, and knowledge contexts, invoke tools and workflows,



and act on the user's behalf across the incident-to-resolution and request-to-fulfillment lifecycles. An agent operating on incidents and requests touches SLA compliance, incident classification accuracy, knowledge fidelity, and user trust—a confidently wrong diagnosis is not a suggestion, it is a failed resolution. At IC4 the engineer owns AI design decisions across the domain, not within a single feature, and owns the correctness of what ships whether a person or an agent produced it. #### What You Do - Build AI-native capability across the IT service management: Design and ship features built around agentic behavior—intent interpretation, multi-step reasoning, tool invocation, and action on the user's behalf—together with the data models, integrations, and channels that make them usable in production. In AI-Native ITSM this spans guided request categorization and routing, natural-language incident description and classification, conversati

📌 Staff Software Engineer (Hyderabad)
🏢 ServiceNow
📍 Hyderabad