Staff Machine Learning Engineer

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.

As a Staff Machine Learning Engineer, you will be responsible for leading the design, development, and implementation of AI-driven solutions in ServiceNow's AI Agents Engineering platform team. You will play a critical role in shaping the future of conversational AI by building enterprise level platforms with advanced natural language processing and LLM powered applications.

This role requires both deep technical expertise and strategic leadership you will guide solution architecture, mentor engineers, and drive innovation in areas such as agent memory, orchestration, and evaluation. The ideal candidate is a strategic thinker, sharp problem solver, and hands on technologist with a passion for building scalable, high performance AI solutions.

Key Responsibilities

• Lead the design and architecture of Agentic AI solutions, including agent reasoning, memory, and orchestration pipelines.
• Own end-to-end solution delivery design, development, optimization, and deployment of AI/ML systems ensuring scalability, reliability, and performance.
• Build and refine AI applications using modern frameworks (LangChain, LangGraph, OpenAI/Anthropic SDKs/APIs), with strong focus on prompt engineering and pipeline optimization.
• Provide technical leadership mentor engineers, review code, set best practices, and foster a culture of innovation and collaboration.
• Work closely with data scientists, product managers, Architectes and leadership to translate business requirements into technical solutions with measurable impact.
• Stay at the forefront of emerging LLM/Agentic AI advancements, integrating new techniques into the platform.
• Publish and share insights (internally and externally) through blogs, presentations, or papers to advance thought leadership in LLM and Agentic AI.

To be successful in this role, you have

• Experience with methods of training and fine-tuning large language models, such as distillation, supervised fine-tuning, and policy optimization
• Experience in using AI Productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• 8+ years of experience designing and implementing complex enterprise applications, with proven success in conversational AI and NLP platforms.
• Experience developing LLM-based features. Experience in prompt engineering is a plus or nice to have.
• Strong development skills in Java and Python (production-grade AI systems).
• Expertise in LLM powered applications, including LangChain, LangGraph, and OpenAI/Anthropic APIs.
• Deep understanding of Agentic reasoning pipelines, evaluation frameworks, and advanced NLP techniques.
• Strong problem solving abilities with a bias for action, customer first mindset, and ability to work in fast paced environments.
• Analytical expertise in evaluating model performance, optimizing inference costs, and improving system efficiency.
• Proven ability to translate complex AI concepts into business value and communicate effectively with technical and non-technical stakeholders.
• Experience providing technical leadership and guiding successful AI/ML engineering projects.
• Bonus: Publications, technical blogs, or open-source contributions in LLM/AI.  

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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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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