Principal Machine Learning Engineer, ServiceNow
$240.1-420.2k
+ Variable/incentive compensation
2 days a week in office (Santa Clara, CA)
Cloud-based digital workflows for enterprises
Posted today
Cloud-based digital workflows for enterprises
1001+ employees
Posted today
$240.1-420.2k
+ Variable/incentive compensation
2 days a week in office (Santa Clara, CA)
1001+ employees
Company mission
To transform IT to revolutionize the enterprise.
Role
Who you are
- 9+ years of software engineering with strong fundamentals in data structures, algorithms, and distributed systems
- Hands-on depth designing, shipping, and operating agentic systems in production — multi-agent orchestration, tool calling, planning loops, memory, and failure recovery. Not prototypes
- Production-grade Python. Systems language (Go, Java, or C++) is a plus
- Working experience with frontier AI SDKs (Anthropic, Google, or OpenAI) — prompt engineering, structured outputs, and model evaluation in production settings
- Familiarity with RAG and retrieval patterns in production — vector stores, hybrid search, and retrieval evaluation metrics
- Track record of technical leadership: architecture ownership, code quality bar-raising, and mentoring engineers on production AI practices
- Nice to Have
- Deeper specialization in search and retrieval at scale or MLOps/model observability
- Published work or open-source contributions in agentic systems or retrieval
- Exposure to LLM fine-tuning or inference optimization in production
What the job involves
- AI Engineering and Delivery is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist, AI Agents, and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure — prioritizing robustness, performance, safety, and real-world customer impact at scale
- Emerging tech is a small senior group inside AI Engineering and Delivery. We turn early bets on AI and emerging tech into strategic capability for our customers, our people, and ServiceNow. We are working to unlock features that will be helping our platform and products evolve in line with the Fast paced world of Agentic AI — prioritizing robustness, performance, safety, and real-world customer impact at scale
- You will design, build, and help build out production-grade agentic AI systems embedded across ServiceNow's platform — autonomous agents that reason over real enterprise data, take action across workflows, and stay safe at Fortune 500 scale
- Agentic architecture. Design and ship multi-agent systems — orchestration, tool use, planning loops, memory, and failure recovery — that operate reliably in production, not in notebooks
- Enterprise-grounded reasoning. Build agents that leverage ServiceNow's data layer — CMDB, Workflow Data Fabric, and Knowledge Graph — to make decisions with context no frontier model has on its own
- Trust, safety, and governance. Own the guardrails: observability, human-in-the-loop controls, and compliance infrastructure that make autonomous systems safe to deploy at scale
- Retrieval and grounding. Work closely with our search team to ensure agents are grounded in accurate, low-latency retrieval — RAG pipelines, hybrid search, re-ranking, and evaluation — as a critical dependency of agentic quality
- Model integration and evaluation. Integrate frontier models (Anthropic, Google, OpenAI) into the Sense → Decide → Act → Govern architecture; evaluate trade-offs across cost, latency, and capability for production use cases
- Technical leadership and strong bias for action. Set the architectural patterns the group works from. Own the hard design calls, run the design reviews, and raise the bar on agentic design and production AI discipline across engineers and principals
- Designing scalable and robust architectures that will support at scale deployment across hyperscalers and our own infrastructure
- Work on emerging model capabilities and applying them to real world customer problems on a short timeline
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 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the 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 $15B, 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
- Generous family leave
- Matched donations
- Annual learning stipends
- Flexible PTO
- Competitive retirement plan
- Paid volunteer time
Company HQ
Santa Clara, CA
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