Machine Learning Engineer, Agentic Application

ServiceNow is seeking a Machine Learning Engineer for the Agentic Application, onsite in Mountain View. The role centers on scaling Moveworks' Generative AI conversation engine for enterprise users, building robust infrastructure and APIs, and collaborating with ML, product, and support teams to deliver scalable multilingual AI solutions. The compensation package ranges from USD 139,700 to 216,500 per year.

Responsibilities

• Develop and maintain a broad product infrastructure with user-friendly interfaces that enable engineers and configurators to customize and optimize generative AI models, collect data and feedback, adapt to diverse enterprise use cases, and deliver domain-specific conversational experiences.
• Design scalable API abstractions for the conversation platform that support popular chat clients such as MSTeams, Slack, and Web, while providing a neutral API for other parts of the engineering system.
• Optimize the dialog engine to handle a wide set of conversational features, utilize private domain knowledge in the cloud, and enable real-time multilingual translation, all with a minimal memory footprint and low latency to simplify development for application engineers.
• Promote best practices in coding patterns, API design, scalability, robustness, and optimization, fostering a culture of excellence and continuous improvement among engineers.
• Provide actionable insights into product performance by implementing robust logging and tracing, accessible debugging and triage tools, and automated metrics for monitoring and analysis.
• Collaborate closely with ML engineers, application engineers, product teams, and customer support to drive feature development and scalability initiatives.

Requirements

• A strong foundation in computer science and software engineering with experience building scalable systems.
• A deep understanding of clean, modular, and scalable API design, with the ability to champion best coding practices and influence colleagues to maintain high standards.
• A passion for optimizing systems, familiarity with tracing, logging, and metrics frameworks, and a systematic approach to identifying and resolving latency bottlenecks, race conditions, and throughput limitations.
• The ability to independently research new requirements and develop innovative solutions, thriving in a fast-paced coding environment with rapid iterations.
• Strong communication skills to articulate rationales and design approaches, along with cross-functional awareness for effective collaboration.
• A bachelor's degree or higher in computer science or a related field.
• 2+ years of professional development experience building systems at scale.

Technologies

• MSTeams
• Slack
• Web

Benefits

• Health plans
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs
• Equity (when applicable)

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees based on the nature of their work and location. Eligibility for a work persona may depend on the distance between your primary residence and the closest ServiceNow office.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin or ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered 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 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 need 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.