ServiceNow is hiring a Sr Software Engineer (IC3) for its AI-Native ITSM team in Hyderabad. The role focuses on building agentic and conversational features that help users and IT operators work through incident and request workflows.

The position combines software engineering with AI-native development. The engineer will work with prompts, agent instructions, tool definitions, LLM integrations and automated evaluation alongside conventional application development. The role also includes production operations and mentoring junior engineers.

What You’ll Do

• Build agentic features across ITSM incident and request workflows, including intent interpretation, reasoning, tool invocation and automated actions.
• Create and test system instructions, tool definitions, guardrails and escalation rules for AI features.
• Build conversational experiences that maintain context across interactions and support chat, voice and API channels.
• Integrate LLM APIs, retrieval-augmented features, agent orchestration and function calling with ITSM data and business logic.
• Build evaluation datasets, multi-turn test suites and scoring systems to measure agent behavior.
• Monitor production AI features, investigate errors and use findings to improve specifications and evaluation sets.
• Mentor junior engineers on agentic development, testing and responsible AI practices.
• Work with architects on data models, API design and integration patterns for agentic systems.

What You Need

• 5–7 years of experience building and delivering production software.
• Direct experience building AI-native application features used by customers.
• Experience writing prompts and instructions, designing autonomous workflows or evaluating model-driven features.
• Experience with LLM APIs, agent orchestration, function calling and retrieval augmentation in production.
• Strong front-end, server-side development, data modeling and REST or GraphQL API skills.
• Working knowledge of evaluation metrics, embeddings, model behavior and common AI failure modes.
• Experience creating automated tests for non-deterministic software behavior.
• Hands-on experience with CI/CD, containers, observability and incident response.
• Bachelor’s degree in computer science, software engineering or a related field, or equivalent practical experience.

Preferred Qualifications

• Knowledge of ITSM processes such as incident management, request fulfillment, knowledge management or service operations.
• Experience with AI evaluation frameworks, prompt management platforms or AI tracing tools.
• Experience working with conversation designers or UX teams on dialogue and error handling.
• Familiarity with ServiceNow ITSM, Flow Designer, UI Builder or Automated Test Framework (ATF).

Before You Apply

• Make sure your resume clearly shows 5–7 years of production software engineering experience.
• Highlight real production work involving LLM APIs, agents, function calling, retrieval augmentation or AI-native features.
• Show examples of prompt or instruction engineering and how you tested AI behavior.
• Include your experience with APIs, data modeling, CI/CD, containers and observability.
• If you have ServiceNow ITSM or conversational AI experience, place it clearly in your resume.

Skills

AI Engineering, LLM, Prompt Engineering, Agentic AI, Python, JavaScript, Full-Stack Development, REST API, GraphQL, Data Modeling, CI/CD, Docker, Observability, ITSM, ServiceNow