Staff Machine Learning Engineer (Knowledge Graph - NLQ,NLP)

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:
The Knowledge Graph, Platform Engineering group is in the heart of building AI at ServiceNow. Our Products tagline is "AI that knows your Business". We are on a mission to provide personalised, relevant, pre-emptive answers / data to Humans and AI agents seeking data. It is in the heart of AI Search, Virtual Agents, AI Agents and other AI solutions to act smarter and add great business value.
The group is looking for an IC4 engineer who is an AI and ML expert.
You will play a major part in building 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 are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started and we need your help in building and making available an amazing range of solutions to our enterprise customers around the world.

• Work with product owners to understand detailed requirements and help architect high-quality solutions to our users
• Work with team and get a solution across partner teams and consumers.
• Build the best cloud-based 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
• Understand various technology options in terms of performance, accuracy, cost and guide team and come up with the right solutions.

Qualifications
To be successful in this role you have:

• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• 8+ years of experience in implementing complex AI/ML applications.
• Specialised in developing enterprise-scale conversational AI platforms and advanced natural language processing solutions.
• Experience in developing LLM-powered applications with modern frameworks and APIs (Langchain, CrewAI, OpenAI /Anthropic APIs etc). And strong analytical mindset with experience evaluating model performance, and optimising inference costs.
• Deep competence in prompt engineering, fine-tuning, and optimising LLM performance. Hands-on expertise with leading models such as GPT, Claude, and open-source alternatives.
• Proven ability to transform complex LLM concepts into commercial value while communicating effectively with stakeholders at all levels.
• Lead the development of PoCs and applied research prototypes to explore novel AI capabilities, model interpretability, and safety strategies.
• Conduct cutting-edge experiments to assess model behaviour, generalization, and fairness across diverse datasets and use cases.
• Develop CI/CD pipelines and containerized workflows for scalable training, evaluation, and deployment of ML solutions in production.
• Identify risks in AI applications and contribute to responsible AI initiatives, including transparency, robustness, and compliance frameworks.
• Define and implement rigorous evaluation protocols, including human-in-the-loop testing, bias detection, and safety metrics.
• Experience in classical Machine Learning and Deep Learning.
• Ability to work with Senior Architects, Leaders and other BUs to drive a technical solution.
• Experience in designing and implementing NLQ, NLP based solutions

Good to have:

• Familiarity with the ServiceNow platform
• Published research or technical blog postings regarding LLM applications and best practices would be an add-on.
• Experience working with Knowledge Graphs

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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