Staff Software Engineer - CRM & AI

About the role

ServiceNow is looking for a Staff Software Engineer in Dublin to design and build features across CSM Playbooks and customer service workflows, including case and work order management and guided agent experiences. You will own complex components end to end, working closely with product, design and adjacent platform teams to ship workflows that agents and customers rely on every day.

Key responsibilities

• Build high-quality, scalable, clean and reusable applications and integration solutions using the ServiceNow platform and related technologies.
• Partner with product owners to understand requirements and own your code from design, implementation, test automation to delivery.
• Design and develop scalable, maintainable software components with a strong emphasis on performance and reliability.
• Own critical technical initiatives from planning to deployment, and continuously improve existing applications and services.
• Explore the latest ServiceNow features, evaluate them for adoption and develop proof-of-concept prototypes to validate architectural and design decisions.
• Establish and promote best practices for platform development, integrations and performance optimization, and share them with the team.
• Mentor and guide engineers, fostering technical excellence and professional growth.

Required profile

• 7+ years of software engineering, with a record of technical direction adopted beyond your immediate team.
• Bachelor's degree in CS, software engineering or a related technical field, or equivalent practical experience.
• On-call and incident-command experience on customer-facing systems, including ownership of the systemic fixes that followed.
• Ability to troubleshoot complex systems and optimize performance across the stack.

Required skills

• Software stack including Java, JavaScript/TypeScript, React, with demonstrated ability to quickly learn new tools and frameworks.
• System design, APIs, data modelling and testing across front-end, server-side and relational data work.
• Familiarity with automated testing frameworks (e.g. JUnit, Selenium, TestNG, Playwright) and integrating tests into CI/CD pipelines.
• Effective use of AI coding assistants and agents, including hands-on experience authoring agentic instructions and prompts, designing autonomous workflows and evaluating them.
• Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, including at least one model or orchestration migration carried through production.