Staff AI/ML Software Engineer, ServiceNow
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
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
- 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
- Strong programming skills in Python, Java, SpringBoot or Scala
- Experience with ML frameworks like TensorFlow, PyTorch, XGBoost, TensorFlow or LightGBM
- 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
- Hands-on experience working on AI search (text, vector and hybrid search)
What the job involves
- The Connected Customer Experience (CCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment
- Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey
- The products we build power digital business for ServiceNow and can even become commercially available
- As a Staff AI/ML Software Engineer within CCX you will build data pipeline, ML Models, secure code that's scalable and reusable
- Grow our business by bringing internal products to the world and find new ways to personalize with AI/ML and simplify how employees and customers work
- Implement software that empowers internal customers to extend what it can do to meet their specific needs, as our own "customer zero."
- Design and build scalable search ranking, indexing and personalization systems
- Develop real-time and batch ML models using embeddings, collaborative filtering, and deep learning
- Integrate user behavior signals, session data, and content metadata to optimize relevance
- 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
- Collaborate cross-functionally with product, data, and infra teams to deploy experiments and measure impact
- Optimize retrieval, filtering, and ranking algorithms in production search pipelines
- Real-time Personalization using query Embeddings for Search Ranking
- Monitor model performance and continuously iterate using A/B testing and offline evaluation metrics
- Experience in MLOps and model governance
- Strong analytical and quantitative problem-solving ability
- Deep expertise in distributed computing strategies in Azure, AWS or GCP Cluster, enhancing the parallel processing capabilities
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
(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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