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.
