Staff Software Engineer

About the team The CRM & Industry Workflows (CRM&I) engineering organisation builds the products at the heart of ServiceNow's CRM vision: Workplace Service Delivery (WSD), Customer Service Management, Field Service Management, Sales & Order Management, and the shared CRM Foundation that connects them. Our teams span IDC, AMS, and EMEA, and our work ranges from core platform integrations to the agentic experiences that define how enterprises serve their employees and customers at scale.   Engineering here has fundamentally changed. AI is not a productivity add-on — it is the default operating model. We are rebuilding how products are specified, how code is generated and verified, and what individual engineering excellence looks like. If you want to be at the leading edge of that shift rather than watching it from the sidelines, this is the role.   The role This Staff Software Engineer is a senior individual contributor embedded in the Workplace engineering team within CRM&I. You will own the architecture and technical design of Workplace Service Delivery capabilities — employee & customer self-service experiences, request and fulfilment workflows, and the WSD×CSM/FSM integration layer that makes those workflows real across the enterprise.   What distinguishes this role from a traditional Staff Engineer position is the AI-native mandate. You are not expected to type every line of production code — you are expected to decompose complex problems into precise specifications, direct AI coding agents across multiple workstreams in parallel, and own the verification harnesses that make agent-generated output trustworthy at scale. Value is measured by the quality of your judgment: architectural soundness, specification precision, and the rigour with which you verify that output matches intent — not by raw implementation speed.   You will work closely with engineering managers, product managers, UX designers, and platform architects to drive reference architectures for Workplace and mentor the next generation of technical leaders in the team.   What you get to do Translate problems into precise, agent-ready specifications Convert product requirements, business goals, and ambiguous problem statements into structured, testable specifications — with clear scope, interfaces, constraints, non-goals, and acceptance criteria — that both engineers and AI agents can act on with high accuracy. Drive technical design and architecture for Workplace Service Delivery, ensuring scalability, performance, and reliability across multi-tenant enterprise deployments. Define the data models, composable building blocks, and integration contracts that underpin employee self-service, request management, and WSD×CSM/FSM workflows.   Orchestrate AI agents to build and verify software Decompose work into agent-sized tasks and direct AI coding agents to generate, modify, and refactor production code across multiple files and services — supervising several workstreams in parallel. Author and maintain the context that drives correct results: system prompts, agent configuration files, architectural decision records, glossaries, golden examples, and agent-readable documentation. Determine when to delegate to an agent versus implement directly, making sound sequencing decisions before work begins and course-correcting quickly when output diverges from intent.   Own the verification and guardrail harness Design and maintain the constraints that make agent output trustworthy at scale: automated tests (including property-based and mutation tests), evaluation suites, CI/CD quality gates, and least-privilege execution environments. Rigorously evaluate code — human- or agent-generated — for correctness, spec adherence, security, performance, and maintainability, confirming behaviour matches intent and that edge cases and failure modes are genuinely handled. Build measurable evaluation frameworks — benchmarks, golden datasets, continuous eva