ServiceNow is hiring a Staff Machine Learning Engineer for the Agent Orchestration organization in Santa Clara, CA (onsite).

Own major portions of the agent execution harness, the infrastructure layer that enables enterprise agents to reason over real data and run safely at Fortune 500 scale
Design and build the orchestration layer that routes inputs, manages context, invokes tools, handles retries, and exposes execution state across multi-step workflows
Drive runtime reliability with designs for fault tolerance, latency, and throughput for enterprise workflows that cannot fail silently
Instrument the harness with tracing, cost attribution, and latency visibility to support production debugging and proactive failure detection
Develop prompt management capabilities including versioning, templating, and systematic evaluation to maintain stable behavior across model updates and configuration changes
Create and own evaluation frameworks spanning unit evals, integration evals, and production monitors to measure quality, detect regressions, and inform decisions
Integrate and abstract over frontier LLMs, managing model routing, fallback strategies, and production tradeoffs for cost and latency
Set technical standards via architecture decisions, code reviews, and technical coaching, with emphasis on agentic design patterns and production AI discipline
Define and enforce where agent logic resides, including tool calls, sub-agent boundaries, hardcoded paths, and human escalation patterns

7+ years building production software systems with proven reliability, performance, and scalability outcomes
Hands-on experience shipping generative AI products in production, with responsibility for AI-powered features used by production customers
Strong understanding of large language model behavior, including failure modes and context constraints, and how prompt design shapes behavior at scale
Experience with Python and Kubeflow
Experience with SageMaker, Vertex AI, or AzureML, plus SQL
Practical prompt engineering experience across versioning and evaluation, including prompt updates and A/B evaluation cycles
Demonstrated track record in eval engineering, with evaluation suites shipped and used to drive production quality decisions
Cost and efficiency awareness, including reasoning about model routing, inference cost, and latency tradeoffs in production
Strong software engineering fundamentals including distributed systems, API design, and testing practices
Comfort operating in fast-moving, ambiguous AI product environments

Health plans, including flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs
Base pay: $176,100 - $308,200 per year, plus equity (when applicable), variable/incentive compensation, and benefits

Experience with multi-agent coordination patterns (A2A, MCP)
Familiarity with agent frameworks (LangChain, LlamaIndex, or similar)
Prior experience shipping AI systems in enterprise software
Experience with AI observability tooling (tracing, cost tracking, LLM-specific monitoring)
Familiarity with cloud-native infrastructure and reliability practices, including service observability, logging, monitoring, and production troubleshooting

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

ServiceNow is an equal opportunity employer
All qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or other protected categories under law
Applicants with arrest or conviction records will be considered in accordance with legal requirements

If you need a reasonable accommodation to complete any part of the application process, or cannot use the online application and need an alternative method, contact [email protected]

For roles requiring access to controlled technology, ServiceNow may need to obtain export control approval from government authorities for certain individuals
Employment is contingent upon ServiceNow obtaining any required export license or other approval under relevant export control authorities

Staff Machine Learning Engineer

Job Description