Senior Staff Machine Learning Engineer

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

The CoreLLM team at ServiceNow leads groundbreaking research, engineering, building ServiceNow's signature models (NOWLLM).  The effort involves all phases of Large Language Models development, including data curation, training, and evaluation. Our goal is to consistently enhance and improve NOWLLM models, by incorporating innovative features and optimizing efficiency, establishing a differentiated advantage for applications on the ServiceNow Platform.

These models (NOWLLM) are consumed across various Business Units (BUs) within ServiceNow to power a wide range of BU-specific use cases, enabling teams to solve complex problems and deliver tailored solutions that accelerate innovation and efficiency across the platform.

You will play a major part in building next generation Large Language Models (LLM's) for Enterprise Language Generation that will power NOW platform with AI experiences in day-to-day work of our customers. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 9k+ enterprise customers around the world.

What you get to do in this role:

• Confronted with real-world challenges and datasets, you will need to use your AI/ML expertise and creativity to apply existing methods and develop new ones to solve these problems in a practical and scalable way.
• Research, propose and implement appropriate models/techniques for LLM benchmarking.
• Participate in data collection and synthetic data generation, and generate custom benchmarks to evaluate diverse LLMs capabilities.
• Collaborate daily with a team of like-minded developers, applied research scientists, product managers, quality engineers and linguists, to produce quality software.
• Contribute to the implementation of tools to facilitate LLMs evaluation and perform model / error analysis.
• Develop innovative patentable ideas that ensure the competitiveness of this product within the domain of similar work being done in the industry.
• Potentially write research papers in collaboration with our Research Group, to be published to the most notorious AI Conferences.
• Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality & high-impact solutions to our users.

Qualifications

To be successful in this role you have:

• Prompt Engineering: proficient in prompt engineering and developing LLM based features
• Fine tuning: experience with methods of training and fine tuning LLMs, such as distillation, supervised fine-tuning and policy optimization
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 12+ years of related experience with a Bachelor's degree; or 8 years and a Master's degree; or a PhD with 5 years' experience; or equivalent work experience
• Solid expertise in Python.
• Solid Machine Learning / Deep Learning theoretical knowledge and hands-on experience.
• Experience with LLM benchmarking and evaluation is required; experience generating synthetic data is a plus.
• Ability to read and experiment with ideas from recent research papers.
• High level of creativity, quick problem-solving abilities, and adaptability.
• Effective communication skills to convey research findings to both technical and non-technical stakeholders, ensuring a clear understanding of the benefits and limitations of LLMs across the organization.

For positions in this location, we offer a base pay of $197,800 - $346,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a