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.

What you get to do in this role:

• Contribute to the design, development, and evaluation of machine learning solutions, with exposure to large language models (LLMs) and modern AI techniques.
• Support the development of prototypes and proof-of-concepts that demonstrate new AI capabilities and improve model performance.
• Run experiments to assess model accuracy, generalization, and fairness across different datasets and tasks.
• Help generate, clean, and curate datasets (synthetic and real-world) to improve training and evaluation pipelines.
• Fine-tune and evaluate pre-trained models, applying techniques such as prompt engineering and retrieval augmentation under guidance from senior engineers.
• Work closely with cross-functional teams (research, engineering, product) to deliver production-quality ML features.
• Implement and follow established evaluation protocols, including testing for bias, robustness, and safety.
• Develop and maintain training and deployment pipelines using containerized workflows and modern MLOps practices.
• Contribute to responsible AI practices by applying transparency and compliance guidelines in day-to-day work.

Key qualifications:

• Experience in using AI 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
• 2+ years of experience in machine learning, deep learning, or data science.
• Proficiency in Python and JavaScript, with familiarity in ML frameworks such as PyTorch, TensorFlow, HuggingFace Transformers, and NumPy.
• Experience with training and evaluating machine learning models; exposure to LLMs or foundation models is a plus.
• Hands-on experience with dataset preparation, labelling, or data processing workflows.
• Understanding of ML evaluation strategies, model optimization techniques, and awareness of responsible AI practices.
• Familiarity with deploying ML models using inference platforms (e.g., ONNX, Triton) or cloud services.
• Exposure to MLOps tools (e.g., MLflow, Docker, Kubernetes, CI/CD) for experiment tracking and deployment.
• Strong communication skills with the ability to collaborate effectively with technical peers and share results clearly.
• Knowledge of ServiceNow platform development and its integration with AI/ML solutions.

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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