Machine Learning Engineer, GAI Search Platform

ServiceNow; Mountain View (CA); On-site; USD 140,000 - 217,000; Full time

Benefits offered by this job

Equity

401(k)

Health plans

ESPP

Matching donations

Flexible time off

Family leave

Job summary

ServiceNow is hiring a Machine Learning Engineer for its GenAI Search Platform team in Mountain View, CA. The role focuses on advancing enterprise search-based question answering by combining traditional ML with generative AI and LLMs to build LLM-enabled search capabilities.

Responsibilities include driving development, shipping prototypes at scale, and creating evaluation metrics for secure, private, and scalable search solutions while collaborating across product, design, infrastructure, and

Qualifications

• 3+ years of engineering experience.
• Experience with search platforms, ranking, or question answering systems.
• Background in text processing, information retrieval, natural language understanding, or machine learning.
• Strong interest in helping product and ranking teams move faster while maintaining customer impact.

Responsibilities

• Drive development of the search platform using LLM-enabled generative AI features in a fast-paced environment.
• Ship prototypes to customers at scale, evaluate and iterate on ranking improvements, and enforce guarantees related to quality, security, privacy, and scalability.
• Create systematic evaluation metrics and methodologies for search models using LLMs to address enterprise challenges like security and privacy.
• Collaborate with ranking, product, design, infrastructure, and data science teams to develop next-generation agentic search capabilities with a focus on performance and enterprise readiness.
• Partner with product, user experience, customer success, and engineering teams to identify, define, and build solutions.

Skills

Engineering experience

Search platforms

LLMs

NLP

Tools

Python

Golang

Job description

ServiceNow’s GenAI Search Platform team is hiring Machine Learning Engineers to advance enterprise search-based question answering. The work combines traditional machine learning with generative AI and LLMs, with a focus on building LLM-enabled search capabilities and establishing systematic evaluation for ranking and summarization grounded in heterogeneous knowledge sources.

Responsibilities

• Drive development of the search platform using LLM-enabled generative AI features in a fast-paced environment, supporting product teams as they build new applications and features quickly.
• Ship prototypes to customers at scale, evaluate and iterate on ranking improvements in a systematic manner, and enforce guarantees related to quality, security, privacy, and scalability.
• Create systematic evaluation metrics and methodologies for search models, using LLMs to address enterprise-specific challenges such as security and privacy.
• Collaborate with ranking, product, design, infrastructure, and data science teams to develop next-generation agentic search capabilities with an emphasis on performance and enterprise readiness.
• Partner with product, user experience, customer success, and engineering teams to identify, define, and build solutions.

Required Qualifications

• 3+ years of engineering experience.
• First‑hand experience relevant to search platforms, including traditional information retrieval, search ranking and relevance, recommendation systems, or question answering systems.
• Background in text processing, information retrieval, natural language understanding, or machine learning.
• Strong interest in helping product and ranking teams move faster and scale solutions effectively while maintaining customer impact and success as priorities.

Technologies

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

Nice to Have

• Experience with, or interest in learning, large language models, retrieval augmented generation (RAG), and agents.
• Experience with Python, including contributing to mature Python libraries or platform code, including open‑source repositories.
• Experience in Golang (not required).

Compensation and Benefits

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

Work Location and Work Persona

The role is based in Mountain View, CA and is onsite.

ServiceNow assigns work personas (flexible, remote, or required in office) based on the nature of the work and the 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.