Machine Learning Engineer, GAI Search Platform

ServiceNow is seeking Machine Learning Engineers for the GenAI Search Platform team to improve search-based question answering using traditional ML and LLM-enabled approaches.

Responsibilities

• Lead development of an enterprise search platform with LLM-enabled generative AI features in a fast-paced environment
• Enable product teams to prototype and ship new features for customers at scale
• Evaluate and iterate on ranking improvements using a systematic approach
• Enforce quality, security, privacy, and scalability guarantees for search and summarization
• Build systematic evaluation metrics and methodology for search models
• Use LLMs to tackle enterprise evaluation challenges, including security and privacy concerns
• Collaborate across ranking, product, design, infrastructure, and data science teams to advance agentic search capabilities
• Partner with product, UX, customer success, and engineering teams to identify and deliver well-structured solutions

Requirements

• 3+ years of engineering experience
• First-hand experience with search platforms such as:
  • traditional information retrieval
  • search ranking and relevance
  • recommendation systems
  • question answering systems
• Background in one or more areas: text processing, information retrieval, natural language understanding, or machine learning
• Interest in helping product and ranking teams move faster and scale solutions with strong focus on customer impact and success

Technologies

• LLMs (large language models)
• Natural language understanding
• Retrieval augmented generation (RAG)

Location

• Mountain View, CA (onsite)

Salary

• USD 139,700 - 216,500 per year

Benefits

• Health plans, including flexible spending accounts
• 401(k) plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs
• Base pay of $139,700 - $216,500, plus equity (when applicable), variable/incentive compensation and benefits

Nice to Have

• Experience with, or interest in learning, large language models, RAG, and agents
• Experience with Python, including contributing to mature Python libraries or platform code, such as open-source repositories
• Experience with Golang (not required)

Work Persona Information

• Work personas (flexible, remote, or required in office) are assigned based on the nature of the work and assigned work location
• To determine eligibility, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service