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

About the team: 

The Enterprise Architecture & AI group, part of the Digital Technology Organization at ServiceNow is a innovation group building intelligent software using the latest advanced technologies to enable end-to-end, industry-leading work experiences for customers and employees. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future. 

About the role:

You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. 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 5k+ enterprise customers around the world. 

• Build the best cloud-based AI/ML solutions to power intelligent enterprise services 
• Collaborate daily with a team of like-minded developers, product managers and quality engineers to produce quality software 
• Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality solutions to our users 

About Digital Technology

We’re not yesterday’s IT department—we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Qualifications

To be successful in this role you have:

• 8+ years of hands-on experience in ML/AI engineering, with a strong focus on building and deploying AI/GenAI applications. 
• Proficiency in Python (ML libraries, GenAI/LLM frameworks) and Java (enterprise application development, OOP). 
• Practical experience developing with LLM frameworks such as LangChain, LangGraph, and vendor SDKs/APIs (OpenAI, Anthropic, etc.). 
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have. 
• Experience with methods of training and fine-tuning large language models, such as distillation, supervised fine-tuning, and policy optimization is a plus or nice to have. 
• Strong skills in prompt engineering and designing agentic reasoning pipelines. 
• Solid understanding of ML evaluation techniques and experience in implementing model monitoring & metrics. 
• Proven ability to debug and optimize inference pipelines for performance and cost efficiency. 
• Strong problem-solving skills with the ability to work in fast paced, agile development environments. 
• Bonus: Contributions to open-source projects, blogs, or technical papers in LLM/GenAI. 

Additional Information

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.