Job Description About the Team The Agentic Engineering org at Service

Now is the customer-obsessed engineering group that builds a conversational AI experience that turns enterprise intent into completed work.

We advance how enterprise AI reasons, remembers, and executes.

The Agent Orchestration team the team you''ll join owns the execution core: the agent harness, orchestration runtime, multi-agent coordination, memory management, and the evaluation frameworks that ensure agents behave correctly in production.

Every autonomous action Otto promises depends on what this team ships.

By joining our team, youll be at the forefront of our AI transformation journey, backed by the global scale of Service

Now and the agility of a high-growth environment.

We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

What You''ll Do As a Senior Applied Research Scientist, you will own significant parts of the agent harness the infrastructure layer that enables AI agents to reason over real enterprise data, take action across workflows, and run safely at Fortune 500 scale.

Harness engineering: Design and build the agent execution harness the orchestration layer that routes inputs, manages context, invokes tools, handles retries, and surfaces execution state across multi-step agentic workflows Reliability at scale: Own the runtime''s fault tolerance, latency, and throughput; design for enterprise workflows that cannot fail silently or non-deterministically Observability: Instrument the harness with tracing, cost attribution, and latency visibility so the team can reason about agent behavior in production and catch failures before customers do Prompt infrastructure: Build prompt management systems versioning, templating, and systematic evaluation that keep agent behavior stable across model updates and configuration changes Eval engineering: Design and own evaluation frameworks (unit evals, integration evals, production monitors) that measure agent quality, catch regressions, and drive data-informed decisions LLM integration: Integrate with and abstract over frontier LLMs,



managing model routing, fallback strategies, cost, and latency tradeoffs in production Technical leadership: Raise the technical bar through architecture decisions, code reviews, and coaching particularly on agentic design patterns and production AI discipline.

System boundary design: Define where agent logic lives what''s a tool call, a sub-agent, a hardcoded path, or a human escalation and establish those design standards across the team Qualifications To be successful in this role you have: 4+ years building production software systems with a strong track record on reliability, performance, and scalability Hands-on experience shipping generative AI products not just integrating LLM APIs or building prototypes, but owning AI-powered features that production users depend on Solid depth in how large language models work: failure modes, context constraints, and how prompt design shapes model behavior at scale Practical prompt engineering experience: systematically designing, versioning, and evaluating prompts across model updates or A/B evaluation cycles A real track record in eval engineering not just familiarity, but a portfolio of evaluation suites designed, shipped, and used to drive quality decisions in production AI systems Cost and efficiency awareness at the system level: experience reasoning about model routing, inference cost, and latency tradeoffs in production Strong software engineering fundamentals: distributed systems, API design, and testing discipline Comfort operating in fast-moving, ambiguous, startup-like AI product environments Nice to Have Experience with multi-agent coordination patterns (A2A, MCP) Familiarity with agent frameworks (Lang

Chain, Llama

Index, or similar)



Prior experience shipping AI systems in enterprise software Experience with AI observability tooling (tracing, cost tracking, LLM-specific monitoring) Familiarity with cloud-native infrastructure, service observability, logging, monitoring, reliability engineering, and production troubleshooting Additional Information Work Personas We approach our distributed world of work with flexibility and trust.

Work personas (versatile, remote, or required in office) are categories that are assigned to Service

Now employees depending on the nature of their work and their assigned work location.

Learn more here .

To determine eligibility for a work persona, Service

Now may confirm the distance between your primary residence and the closest Service

Now office using a third-party service.

Equal Opportunity Employer Service

Now 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 records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates.

If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S.

Export Administration Regulations (EAR), Service

Now may be required to obtain export control approval from government authorities for certain individuals.

All employment is contingent upon Service

Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. 2026 Fortune Media IP Limited.

All rights reserved.

Used under license.

📌 Senior Applied Research Scientist (Toronto)
🏢 ServiceNow
📍 Toronto