Senior Machine Learning Engineer

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

About the Role

We are looking for a Senior Machine Learning Engineer to design, build, and maintain enterprise-grade GenAI and agentic AI capabilities for ServiceNow CRM. The role spans product innovation, customer enablement, and production reliability.

Key Responsibilities

• Design, develop, and enhance GenAI capabilities, AI Agents, and autonomous AI Specialists.
• Own full-stack feature development from design and implementation through testing, deployment, and production support.
• Drive enterprise customer enablement, including solution design, configuration, integration, troubleshooting, and go-live readiness.
• Own product stabilization, defect resolution, ongoing maintenance, and support escalations.
• Improve scalability, reliability, performance, and quality of production AI capabilities.
• Collaborate with Product, Platform, Evaluation, Architecture, and Industry teams to deliver customer-ready solutions.
• Adopt AI-first engineering practices to improve development efficiency and quality.

Qualifications

• Strong full-stack engineering experience with expertise in backend development, APIs, and distributed systems.
• Proven ability to independently design, develop, debug, and maintain production-grade software.
• Strong problem-solving skills, technical judgment, and end-to-end ownership.
• Experience with AI-assisted development tools and familiarity with GenAI, LLMs, or agentic AI concepts.
• Ability to work across teams and resolve complex technical and customer issues.
• Accountability, adaptability, and a customer-focused engineering mindset.

Why Join This Team?

Build and operate enterprise AI capabilities that solve real customer problems, with opportunities to own new product development, production-scale AI systems, and direct customer enablement.

Compensation and Benefits

For positions in this location, we offer a base pay of $161,300 - $274,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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