Senior in-Market Engineer

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About the role

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Core Team is the permanent engine behind that program — the stable foundation of institutional knowledge, tooling ownership, and senior expertise that makes every engagement, and every rotating engineer, better than the last.  As a Senior in-Market Engineer on the GAIL Core Team, you will own the hardest engagements, set the quality standard for the entire practice, and build the infrastructure that scales it. This is hands-on, customer-facing work — not theoretical process — and it compounds in impact with every engagement you lead, and every engineer you bring up behind you.  What you get to do in this role:  • Lead the most complex GAIL and Go-Live Support engagements — large-scale enterprise deployments, escalations, and high-stakes go-lives where depth and experience matter most.  • Own and evolve the GAIL playbook — keeping deployment standards, required gates, and prescribed sequences current, accurate, and actionable across the program.  • Build, maintain, and push shared GAIL tooling across all engagements — reducing reinvention and raising the floor for every engineer in the rotation.  • Mentor and ramp incoming GAIL engineers through structured onboarding, shadowing, and coaching on first customer interactions.  • Capture patterns from complex deployments and feed them into the team's knowledge base — turning hard-won lessons into reusable assets that proactively uplift the whole team.  • Drive quality standards across the GAIL practice — defining what great looks like and holding the line on it.  • Partner with product and engineering to surface field signal from customer engagements and close the feedback loop.  To be successful in this role you have: • 6+ years of software engineering experience, ideally with a mix of enterprise product work and hands-on customer or field delivery. • Strong coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent), with a track record of building and shipping production-quality solutions. • Experience deploying or integrating AI features and GenAI models — including Now Assist, AI Agents, or equivalent platforms — in real customer environments. • Familiarity with prompt engineering and the judgment to tune non-deterministic outputs for reliability and production-grade clarity. • A bias for standards over shortcuts — you know when a playbook gate applies, when it doesn't, and you own that call with clear reasoning. • A builder's instinct for shared tooling and reusable patterns — you don't reinvent the wheel when you can build something the whole program can use. • Strong communication skills across technical and non-technical audiences, including customer-facing executive stakeholders  • Business level in Japanese  in Japanese speaking required Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction re

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