Sr Staff Software Machine Learning Engineer

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About the team:

The AI Search team at ServiceNow is responsible for developing the search engine deployed as part of the ServiceNow platform.   As a Senior Machine Learning Engineer on the AI Search team, you will play a critical role in the product’s AI architecture and roadmap. We’re looking for practical problem solvers with expertise in machine learning to enhance search, semantic search, Q&A, and search-assisted chat applications. 

Successful team members at ServiceNow have a passion to be a part of, lead, and grow amazing teams.   You'll also work cross functionally to deliver innovative software designs and solutions to both internal and external developers and customers.

What you get to do in this role:

• You will work on a team to architect, design, and build innovative AI/ML capabilities for our product with high scalability and quality in mind.
• Be part of a group of seasoned developers and subject matter experts to help lead the design and implement solutions for the AI Search platform.
• Lead and coordinate work cross functionally to improve architecture, developing process and mentoring junior members in the team.
• Design and deliver outstanding search results for our customers and developers.
• Challenges that you’ll get to dive into and find solutions for:  
• Machine learning based relevancy.
• Q&A systems
• Content Suggestion
• Contextual Relevancy
• Semantic Search
• Search-assisted chat applications
• Retriever assisted generative AI systems.

To be successful in this role you have:

• A passion for problem solving – A MUST!
• A strong foundation in machine learning and engineering and the ability to create solutions combining the two
• Understanding how ML is applied in SaaS production environments.
• Experience conducting real world research for search or machine learning projects. 
• Experience evaluating quality in AI/ML pipelines.
• Experience using machine learning at scale.
• Experience with machine learning frameworks, preferably PyTorch
• Experience fine tuning large language models
• Working knowledge of open source or commercial search technology such as Lucene, Solr, ElasticSearch, or Attivio. 
• Great written and verbal communication skills

Nice to have:

• Experience in Generative AI or Large Language Models in general
• Working with both large and small-scale data sets to efficiently process information and design systems to use this data for machine learning purposes.
• Experience in core search engineering including implementing search solutions ranging from keyword search to advanced semantic intent/search capabilities.
• Deep and broad working knowledge of various search technologies including Lucene, Solr, Elastic, Attivio, text vectorization, and NLP/NLU.

Qualifications

• 10+ years of experience in professional software development and software architecture
• 8+ years of software research and development experience with recent projects including AI a