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.

What you get to do in this role:

AI Frameworks, Platform Engineering group is in the heart of building an "AI that knows the customer's Business" and making AI journey for our customers seamless. It's mission is to provide personalised, relevant, pre-emptive answers / data to Humans and AI agents seeking data. It is in the heart of Search, Virtual Agents, AI Agents and other AI solutions act smarter and get better.

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 develop to operate the services in the enterprise setting in a thoughtful and scalable manner.

• Build the best 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

To be successful in this role you have:

• Own the end‑to‑end lifecycle of models (problem framing → data → training → evaluation → deployment → monitoring).
• Design features and labeling strategies; improve data quality with heuristic and programmatic techniques (e.g., weak supervision, active learning, synthetic data generation via LLMs).
• Train, tune, and compare models (tree‑based, linear/GLM, deep learning, seq2seq, recommendation,LLMs) with reproducible pipelines.
• Build and tune approriate information retrieval for RAG use cases (e.g., dense and sparse retrieval), engineering the right context for the task.
• Implement rigorous offline metrics and online A/B experiments; define guardrails and SLOs for quality, latency, and cost.
• Develop efficient API endpoints for model inference and ensure they are scalable and production ready (e.g., containerization, load balancing, auto-scaling, monitoring, logging, alerting, and incident response) and meet product requirements.
• Experience developing LLM-based features. Experience in prompt engineering is a plus or nice to have.
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have

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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