Principal Machine Learning Engineer, ServiceNow
Agentic AI
$236-413k
Offers variable/incentive compensation
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$236-413k
Offers variable/incentive compensation
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- Proficient in prompt engineering and developing LLM based features
- Proven experience designing and implementing agentic AI systems with autonomous reasoning and planning capabilities
- Deep expertise in agent architectures including tool-use patterns, function calling, and multi-agent orchestration
- Experience building agent frameworks with memory systems, context windows, and state management
- Hands-on experience implementing agentic patterns: ReAct, ReWOO, Plan-and-Execute, Reflection, and multi-agent collaboration
- Strong background in prompt engineering for agent systems, including system prompts, few-shot learning, and chain-of-thought prompting
- Experience with methods of training and fine-tuning large language models, such as distillation, supervised fine-tunning and policy optimization
- Experience in using AI productivity tools such as Cursor, Windsurf, etc
- Demonstrate technical leadership: experience in developing architecture and owned complex systems
- Expertise in Python, GO, OOP, Design Patterns, time and space-efficient algorithms
- Experience building prototypes, proof of concepts to prove ideas and working with engineering teams to productionize them
- Expertise in coding efficiently, object-oriented, modularized and quality software
- Knowledge of core AI/ML techniques and algorithms
- Knowledge of unit testing, profiling, and code tuning
- Experience with Kubernetes and container technologies
What the job involves
- PLATO (Platform Engineering and AI Technology Organization) at ServiceNow is a customer-focused innovative group building intelligent software using a variety of technology stacks to enable end-to-end, industry-leading work experiences for our customers
- We are a group of people deeply invested in the success of our customers that happen to have expertise and knowledge in advanced technologies and software engineering best practices
- We are data driven, structured, committed and we enjoy what we are doing
- We prioritize robustness, performance and user experience over the technology stack and tools
- This role requires a Principal ML Engineer with proven expertise in Agentic AI Design to lead the development of autonomous AI systems and multi-agent workflows
- You will architect and implement sophisticated agentic solutions that can reason, plan, and execute complex tasks with minimal human intervention
- Your experience designing agent frameworks, orchestration patterns, and tool-use capabilities will be critical as we scale our agentic AI offerings across the ServiceNow Platform
- You will drive architectural decisions for agent systems, establish best practices for agentic workflows, ensure AI safety and reliability, and build the technical foundation that enables hundreds of AI agents to operate securely and effectively in enterprise environments
- You will play a major part in building AI and Machine Learning (ML) 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 with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world
- Design and architect multi-agent systems with sophisticated reasoning, planning, and tool-use capabilities
- Build agent orchestration frameworks that coordinate multiple specialized agents to solve complex enterprise workflows
- Develop agentic patterns including ReAct, Chain-of-Thought, Tree-of-Thoughts, and self-reflection mechanisms
- Implement robust agent memory systems, context management, and state persistence for long-running agentic workflows
- Create evaluation frameworks and safety guardrails specifically for autonomous agent behavior
- Build the best cloud-based agentic AI/ML solutions to power intelligent, autonomous enterprise services
- Collaborate daily with a team of like-minded developers, product managers and quality engineers to produce quality agent-based software
- Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality agentic solutions to our users
- Develop adversarial testing strategies for agent systems and implement safety mechanisms to prevent harmful agent behaviors
- Ensure secure agent deployment with proper sandboxing, permission management, and audit capabilities
- Ensure compliance with emerging AI safety regulations for autonomous systems (e.g., EU AI Act, NIST AI Risk Management Framework)
- Deliver MVP and production agent systems rapidly leveraging working experience with the ServiceNow Platform
- Make architectural trade-off decisions for agent systems that reduce rework and technical debt
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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