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
What you get to do in this role:
The Knowledge Graph, Platform Engineering group is in the heart of building an "AI that knows the customer's Business". 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.
The group is looking for a talented full stack Engineer with deep knowledge in how to architect AI solutions.
You will play a major part in architecting 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
• Architect and get a quorum on the 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 with the right solutions.

Qualifications
To be successful in this role you 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.
• 8+ years of experience in architecting and implementing complex Enterprise applications
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• Advanced knowledge with data structures, algorithms, object-oriented design, design patterns, and performance/scale considerations
• Have experience in developing enterprise-scale conversational AI platforms involving advanced natural language processing solutions.
• 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.
• Expertise in Java or Python, JS, OOP, Design Patterns, time and space-efficient algorithms.
• Lead the development of PoCs and applied research prototypes to explore novel AI capabilities, model interpretability, and safety strategies.
• Ability to work with Senior Architects, Leaders and other BUs to drive a technical solution.
• Quick learner in upcoming technologies.
• Ability to mentor junior engineers within the team.
• Capability to manage technical risks in a single project with risk across teams ; may serve as a technical owner

Good to have:

• Familiarity with the ServiceNow platform
• Familiarity with UX technologies
• 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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