Software Engineering Manager, ServiceNow
Build Agent
$166.5-291.4k
+ Equity (when applicable) & variable/incentive compensation
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Posted today
Cloud-based digital workflows for enterprises
1001+ employees
Posted today
$166.5-291.4k
+ Equity (when applicable) & variable/incentive compensation
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionize the enterprise.
Role
Who you are
- Direct experience building or leading evaluation systems for LLM-based products — scoring methodology, benchmark design, and failure analysis, not just prompt engineering
- Experience driving cross-team accountability without direct authority — getting other teams to own and fix issues surfaced by your data
- A working understanding of coding agent architecture: tool use, agentic loops, context management, and the tradeoffs between generic and domain-specific scaffolding
- 6+ years of experience with technologies relevant to ServiceNow, including advanced coding skills and fluency in one or more of Java, C++, Ruby, 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
- People management experience is required; experience managing at scale (8+ engineers) or managing managers is a plus
What the job involves
- 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. This role leads the team responsible for the Build Agent evaluation framework, model support, and telemetry
- 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
- The team is 8 engineers and is currently the bottleneck on its own scale — this role exists to convert a high-performing initiative into a durable, scalable function
- 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
- Cross-Team Arbitration: Prioritizing eval coverage, defining what "good" means across surfaces owned by different contributing teams, and turning eval signal into committed fixes by the owning teams rather than open-ended findings
- Own eval strategy and roadmap: prompt set design, scoring methodology, failure-mode taxonomy, and telemetry instrumentation
- Coordinate across the multiple teams contributing to Build Agent to arbitrate quality standards and drive eval findings to committed, owned fixes — not just reports
- Lead model benchmarking efforts, making data-backed recommendations on model support decisions (e.g., evaluating frontier coding models against the incumbent default)
- Manage the daily activities of an 8-engineer team, including staffing, mentoring, and performance management, while building the scale (people, process, or automation) to remove the team as its own bottleneck
- Solve ambiguous, cross-cutting problems where eval signal, model capability, and platform architecture intersect — and where "correct" isn't obvious until you've defined the bar
- Represent eval results and model support recommendations to cross-functional and executive stakeholders, including in response to org-wide benchmark initiatives
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Generous family leave
- Matched donations
- Annual learning stipends
- Flexible PTO
- Competitive retirement plan
- Paid volunteer time
Company HQ
Santa Clara, CA
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