Machine Learning Engineer, Agentic AI Systems

ServiceNow; Mountain View (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is based in Mountain View, CA and seeks an experienced software engineer with machine learning expertise to broaden Moveworks NLU and agentic AI capabilities, delivering refined user experiences and advancing the AI platform across products.

Responsibilities include applying ML/system engineering to create value, tackling conversational agent challenges, ensuring responsible AI, and productionizing ML solutions at scale.

Qualifications

• Solid foundation in deploying production-grade ML models
• Ability to solve problems end-to-end using machine learning
• Strong understanding of model evaluation for text generation and classification
• Attention to data quality and careful construction of training/evaluation datasets

Responsibilities

• Apply software engineering, ML, and AI system engineering to create lasting value for customers.
• Tackle challenging tasks in conversational agent domains, including architecture iteration and multimodal agents.
• Advance responsible AI by expanding infrastructure for model performance, red-teaming for safety, and data privacy.
• Design new algorithms and architectures, validate with small-scale experiments, and productionize at scale.
• Research and develop innovative, scalable ML solutions for difficult problems.
• Leverage advances in ML/LLMs to enhance products and user experiences.
• Review latest ML research and open-source code weekly.

Skills

Python

Golang

Machine learning

Deep learning

LLMs

Job description

Based in Mountain View, CA and on‑site, this role seeks an experienced software engineer with machine learning expertise to broaden Moveworks NLU and agentic AI capabilities, delivering increasingly refined user experiences and advancing Moveworks' generative and conversational AI platform across products.

Responsibilities

• Apply software engineering, machine learning, and integrated AI system engineering to create lasting value for customers.
• Tackle challenging tasks in conversational agent domains, including agent cognitive architecture iteration, multimodal agents, multilingual agents, conversational memory management, reasoning strategies (Tree of Thoughts and Graph of Thoughts), fine tunings of LLMs for tool use and enterprise reasoning (with alignment approaches such as RLHF, RLAIF, and DPO), agent evaluation, active learning of exemplars for few‑shot text classification, abstractive summarization, grounding, and verifiability.
• Advance Moveworks commitments to responsible AI by expanding infrastructure to ensure model performance across diverse users, conducting red‑teaming for safety, and maintaining state‑of‑the‑art data privacy and security in ML practices.
• Leverage knowledge of ML fundamentals and LLMs to design new algorithms and architectures, validate them with small‑scale experiments, and productionize solutions at scale.
• Research and develop innovative, scalable, and dynamic solutions to difficult problems.
• Utilize cutting‑edge advances in machine learning and LLMs to enhance products and create engaging user experiences.
• Dedicate time each week to review, discuss, and potentially build models from the latest ML research and open‑source code.

Requirements

• Commitment to shipping product improvements with production‑quality, fully unit‑tested code and rigorously evaluated updates to models, prompts, or other tunable components.
• Ability to solve problems end‑to‑end using machine learning.
• Solid grasp of model evaluation fundamentals, especially for text generation, text classification, and non‑uniform sampling regimes.
• Attention to data quality and meticulous standards for training and evaluation datasets.
• Preparedness to work in a Mac development environment, programming in Python and/or Golang.
• Knowledge of deep learning architectures and algorithms and experience with leading large language models.
• Willingness to operate at a startup pace within a medium‑sized company and maintain a high level of ownership.
• Drive to ship product improvements with production‑grade code.
• Strong appetite for continual incremental wins and the ability to complete challenging projects rapidly.
• Curiosity about engineering beyond the immediate discipline and an ongoing desire to stay at the forefront of NLU and AI.

Technologies

• Python
• Golang

Work Personas

ServiceNow operates with flexible work personas that may be categorized as flexible, remote, or in‑office, assigned based on the nature of the work and location. Eligibility for a work persona may be determined by measuring the distance between your primary residence and the closest ServiceNow office via 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, creed, religion, sex, sexual orientation, national origin or nationality, 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 are unable to use this online application and need an alternative method to apply, please contact [e-mail] 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 obtaining any export license or other approvals required by relevant export control authorities.