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

• Design and build scalable search ranking, indexing and AI-based systems.
• Integrate user behavior signals, session data, and content metadata to optimize relevance.
• Strong analytical and quantitative problem-solving ability
• Collaborate cross-functionally with product, data, and infra teams to deploy experiments and measure impact. Drive & shape architectural decisions that align with long-term scalability and maintainability.
• Experience working with LLM technologies, including developing generative and embedding techniques, modern model architectures, retrieval-augmented generation (RAG), fine tuning / pre-training LLM (including parameter efficient fine-tuning), Deep reinforcement learning and evaluation benchmarks
• Design aspects of  real-time and batch ML models using embeddings, collaborative filtering, and deep learning. Optimize retrieval, filtering, and ranking algorithms in production search pipelines.
• Monitor model performance and continuously iterate using A/B testing and offline evaluation metrics
• Help shape aspect of MLOps and model governance  

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or 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.
• 8+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• 3+ years experience building ML-powered search or recommendation systems.
• Mentor and guide engineering teams, fostering a culture of technical excellence and innovation.
• Strong programming skills in Python, Java
• Working knowledge of ML frameworks like TensorFlow, PyTorch,
• Hands-on experience working on AI search (text, vector and hybrid search)
• Knowledge of embedding models, user/item vectorization, or session-based personalization.
• Experience with large-scale distributed systems (e.g., Spark, Kafka, Kubernetes).
• Hands-on experience with real-time ML systems.
• Background in NLP, graph neural networks, or sequence modeling.
• Experience with A/B testing frameworks and metrics like NDCG, MAP, or CTR.

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 globaltalentss@servicenow.com 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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