Senior Engineer, GenAI/ML

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:   

• Build high-quality, clean, scalable and reusable code by enforcing software engineering best practices and processes

• Automation is priority for our team – always look for opportunity to automate the monotonous and tedious work . Able to identify the automation areas that involves repetitive efforts and look for an efficient solution around.

• Strong knowledge around building automation scripts/ prompts using GenAI /AI/ ML capabilities.

• Keep up with GenAI industry trends and emerging technologies to improve and evolve ServiceNow GenAI offerings for DT Platform Services Scope.

• Should be capable in building custom applications from scratch or configuring out-of-the-box apps and able to identify and implement the Automation use cases in an agile methodology·

• Analyze, interpret complex data, and provide highly advanced solutions to technical problems escalated from the Service Desk

• Integrate ServiceNow application(s) with third party systems/applications via APIs

• Documentation - Maintain system documents for configuration and troubleshooting of known issues.

• Collaboration - Work closely with other teams to support delivery of related tasks successfully

• Be a mentor for colleagues and help promote knowledge-sharing

• Note: Off Hours Support - during business critical, go-live and escalation/outage issue

Qualifications

To be successful in this role you have:

• 5 - 8 years of IT industry experience, with at least 3 years of ServiceNow development experience

• BS, Master’s in computer science or equivalent.

• Good to have knowledge on ServiceNow modules including Incident / Case /Problem/Request/Change  Management.

• Must to have ML Operations experience in model creation, automation, know how to retrain the model and finding a solution that decreases the team's repetitive efforts.

• Should have the ability to identify the pertinent automations that contribute to process optimizations.

• Proficient in development of workflows, custom web services, custom notifications, assessments, custom app, delegation of groups, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions

• Relational database expertise in relation to an enterprise software system (Oracle, MS SQL, MySQL)

• Good understanding and work experience in Web services, SOAP APIs etc.

• Experience with scripting languages (JavaScript, Python, Perl, Unix/Windows Shell).

• Analyze system performance issues and determine performance enhancements

• Good verbal and written communication skills, with the ability to work with both technical and non-technical stakeholders.

• Confident and able to multi-task and manage expectations in a fast-paced environment with competing priorities

• Analytical and design thinking

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 talent.acquisition@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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