Position : Senior AI Engineer

Location : Santa Clara, CA-Hybrid

Type of Hire : Contract

Role Overview

We are looking for a Senior AI Engineer to join the CSP Engineering team and drive the design, development, and deployment of AI-powered experiences across ServiceNow’s customer-facing platforms. This role sits at the intersection of platform engineering and applied AI - you will build production-grade AI capabilities that connect ServiceNow’s native AI stack (Now Assist, AI Agents, Agentic AI) with modern AI orchestration patterns including MCP servers, Claude-based skills, and intelligent connectors.

Key Responsibilities

Now Assist Skills & AI Agents: Now Assist Skills & AI Agents
Design, develop, and deploy custom Now Assist skills using ServiceNow’s AI skill framework.
Build and configure AI Agents and Agentic AI workflows on the Now Platform (topic orchestration, action steps, guardrails).
Extend Now Assist capabilities with domain-specific prompts, grounding rules, and RAG-based knowledge retrieval.
MCP Server Development: MCP Server Development (ServiceNow-side)
Architect and implement MCP (Model Context Protocol) servers that expose ServiceNow data and actions to external AI models.
Design tool schemas, resource endpoints, and prompt templates following the MCP specification.
Ensure secure, performant, and well-documented MCP interfaces for ServiceNow tables, workflows, and APIs.
Claude Skills & Connectors: Claude Skills & Connectors
Author Claude skills (SKILL.md-based) that leverage ServiceNow data via MCP connectors, Snowflake, and REST APIs.
Build Claude connectors that interface with ServiceNow MCP servers to enable agentic task execution (e.g., record creation, case triage, data lookups).
Develop multi-step AI workflows combining Claude tool use, search, and ServiceNow actions.
Platform Integration & Architecture: Platform Integration & Architecture
Integrate AI capabilities into UIB portals, workspaces, and custom apps
Collaborate with cross-functional teams to define AI feature roadmaps and technical standards.
Build evaluation frameworks and observability tooling for AI skill quality, latency, and accuracy.
Innovation & Evangelism: Innovation & Evangelism
Stay current with advances in AI orchestration (MCP, function calling, tool use, multi-agent systems).
Prototype new AI-powered experiences and present POCs to leadership.
Contribute to internal knowledge bases, design patterns, and developer enablement for AI adoption.

Required Qualifications

6+ years of software engineering experience, with 2+ years focused on AI/ML, NLP, or applied LLM integration.
Hands-on experience with ServiceNow platform development (scoped apps, scripted REST APIs, Flow Designer, Integration Hub).
Experience building or consuming MCP servers (Model Context Protocol) — understanding of tool schemas, resource patterns, and prompt routing.
Working knowledge of Now Assist, AI Agents, or similar ServiceNow AI features (skill authoring, AI Search, Virtual Agent).
Proficiency with LLM APIs and prompt engineering (Claude/Anthropic, OpenAI, or equivalent).
Strong skills in JavaScript/TypeScript, Python, and REST/GraphQL API design.
Experience with RAG architectures, vector databases, and knowledge grounding techniques.
Understanding of authentication and security patterns (OAuth 2.0, API keys, ACLs, domain separation).

Preferred Qualifications

Experience authoring Claude skills (SKILL.md pattern) and building AI-powered artifacts/applications.
Familiarity with Anthropic’s tool-use and function-calling paradigms.
Hands-on experience with Snowflake, EDP, or ServiceNow’s data platform stack.
Experience with WalkMe, UXA, Performance Analytics, or other ServiceNow analytics tools.
Background in customer success, support, or CSM domain workflows.
Contributions to open-source AI tooling, MCP ecosystem projects, or developer communities.
ServiceNow certifications (CSA, CAD, CIS-CSM) are a plus.

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