Staff Machine Learning Engineer
ServiceNow · Posted Nov 4
Cloud-based workflow automation and artificial intelligence platform services
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About the role
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. The team designs and develops agentic pipelines using Python and Java, delivering capabilities such as agent reasoning, memory, orchestration, and evaluation at enterprise scale. This role leads the design and architecture of AI solutions, owns end-to-end delivery, and champions observability and evaluation for production AI systems.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- Experience leveraging AI or critically evaluating how to integrate AI into work processes, decision making, and problem solving. This may include using AI powered tools, automating workflows, analyzing AI driven insights, or exploring AI's potential impact on the function or 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 or 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 or ML engineering projects across teams or domains.
- Bonus qualifications include publications, technical blogs, conference talks, or open source contributions in LLMs, GenAI, or AI systems engineering.
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
Recent coverage
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