Staff 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.

Role Overview

The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences with the latest advanced technologies. We are researchers, applied scientists, engineers, and product managers with a dual mission: we build and evolve the AI platform, and we partner with teams to create AI-powered work experiences. We also research, experiment, and de-risk emerging AI technologies that will shape future products. We serve 5,000+ enterprise customers worldwide, and we're still early in bringing these solutions to them.

You will design and build AI and machine learning solutions that make enterprise services easier to use. Our goal is for any user, regardless of technical background, to get useful results from our AI/ML systems. You'll work on the models, algorithms, and pipelines behind those experiences, from prototype through production.

What You'll Do

• Develop and deploy cloud-based ML and AI solutions that power intelligent enterprise services
• Design, train, evaluate, and iterate on models and algorithms, including LLM-based and other AI approaches
• Turn research ideas into production-ready systems, and de-risk new techniques before they reach customers
• Partner with product owners to translate requirements into measurable ML outcomes
• Collaborate daily with applied scientists, engineers, and PMs to deliver quality software, owning work from design through monitoring

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (may include using AI-powered tools, automating)
• Hands-on experience applying core ML/AI techniques and algorithms (e.g., supervised and unsupervised learning, deep learning, NLP, or LLMs)
• Strong programming skills in Python (Java acceptable) with solid software engineering fundamentals
• Experience integrating AI into work processes, decision-making, or problem-solving
• Experience evaluating model performance, including metrics, error analysis, and experiment design
• Familiarity with unit testing, profiling, and performance tuning for ML systems

Desired Qualifications

• Experience building new products on high-performance or large-scale ML systems
• Experience with LLM fine-tuning, retrieval-augmented generation, or agentic AI frameworks
• Publications, research contributions, or open-source ML work
• Experience with MLOps: model deployment, monitoring, and retraining pipelines

Compensation and Benefits

For positions in this location, we offer a base pay of $176,100 - $308,200, 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
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• 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 Arrangements

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. 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 and Accommodations

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.

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 [email protected] 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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Employee Type: Regular

Region: AMS - North America and Canada

Work Persona: Flexible