Staff 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
About the team:
The Agentic AI team is a platform engineering group responsible for building ServiceNow's AI Agents framework-the foundational infrastructure that enables product teams and customers to create intelligent, autonomous agents. We design and develop agentic pipelines using Python and Java, delivering capabilities such as agent reasoning, memory, orchestration, and evaluation at enterprise scale.
Beyond core platform development, engineers on this team have the opportunity to contribute to research initiatives in agent learning, agentic evaluation methodologies, and analytics. We embrace the rapidly evolving landscape of LLMs and Agentic AI while maintaining the reliability and performance standards required to operate at ServiceNow's scale.
What you get to do in this role:

• Lead the design and architecture of AI solutions, shaping how reasoning, memory, and orchestration come together in production systems.
• Own end-to-end delivery-from design through deployment-ensuring solutions are scalable, reliable, and performant.
• Work hands-on with modern AI frameworks and open-source SDKs, with a strong emphasis on prompt engineering and pipeline optimization.
• Stay current with emerging advancements in LLMs and Agentic AI, integrating relevant techniques into our platform roadmap.
• Provide technical leadership by mentoring engineers, conducting code reviews, and defining best practices that foster a culture of innovation and quality.
• Partner with product managers, architects, and leadership to translate business requirements into robust technical solutions with measurable impact.
• Champion observability and evaluation for AI systems, building out logging, metrics, and automated evaluation frameworks for production workloads.

Qualifications
To be successful in this role you have:

• Experience in leveraging and critically evaluating AI integration into work processes, decision-making, and problem-solving. This includes using AI-powered tools, automating workflows, analyzing AI-driven insights, and exploring AI's potential impact on business functions or the industry.
• 11+ years of experience designing and implementing complex enterprise applications, with proven success in conversational AI and NLP platforms.
• Strong development skills in Java and Python, including building production-grade AI/ML systems.
• Hands-on expertise in LLM-powered applications and tooling, including frameworks such as LangChain and LangGraph, and vendor APIs such as OpenAI and Anthropic.
• Deep understanding of agentic reasoning pipelines, evaluation frameworks, and advanced NLP techniques.
• Strong problem-solving abilities with a bias for action, a customer-first mindset, and the ability to operate effectively in fast-paced environments.
• Demonstrated analytical skills in evaluating model performance, optimizing inference latency and cost, and improving system efficiency end-to-end.
• Proven ability to translate complex AI concepts into clear business value and communicate effectively with both technical and non-technical stakeholders.
• Experience providing technical leadership and guiding successful AI/ML engineering projects across teams or domains.
• Good to have: Publications, technical blogs, conference talks, or open-source contributions in LLMs, GenAI, or AI systems engineering.

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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