Senior 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
What you get to do in this role:
As a Senior Machine Learning Engineer, you will be a core contributor to the design, development, and optimization of AI and GenAI solutions within ServiceNow's Agentic Engineering platform team. You will work on building scalable LLM-powered applications, focusing on agent memory, orchestration, and evaluation frameworks that power next-generation AI agents.
This role is ideal for engineers who thrive on hands on coding, solving complex problems, and experimenting with the latest AI/ML technologies to deliver impactful business solutions.
Key Responsibilities

• Design, implement, and optimize LLM pipelines using frameworks such as LangChain, LangGraph, and OpenAI/Anthropic APIs.
• Write clean, efficient, and scalable code in Python and Java, applying best practices in ML engineering and enterprise application development.
• Develop and refine prompt engineering strategies and agent reasoning workflows to improve accuracy and reliability.
• Build and maintain evaluation frameworks for measuring model performance, including custom metrics for agent instructions and reasoning.
• Debug, profile, and optimize inference pipelines for latency and cost efficiency at scale.
• Collaborate closely with data scientists and product teams to translate business needs into technical implementations.
• Contribute to end-to-end development from prototyping to production deployment in enterprise environments.
• Stay current with the latest advancements in LLMs, agentic AI, and orchestration frameworks, applying new techniques where beneficial.

Qualifications
To be successful in this role you have:

• 5+ 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/GenA

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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. 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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