Senior Machine Learning Engineer

ServiceNow; Mountain View (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

ServiceNow is seeking a Senior Machine Learning Engineer in Mountain View to expand Moveworks NLU and agentic AI within the platform. You will deliver end-to-end, production-grade ML systems for conversational AI, driving real value for customers through scalable ML pipelines.

You will tackle hard problems in multimodal and multilingual agents, fine-tune LLMs, and apply responsible AI practices while maintaining high data quality and robust evaluation.

Qualifications

• Production-quality, fully unit-tested code for ML systems.
• Ability to ship end-to-end ML solutions.
• Strong data quality and evaluation practices.
• Ownership and fast delivery mindset.
• Experience with large language models and tooling.

Responsibilities

• Deliver end-to-end, production-grade ML systems for conversational AI.
• Tackle challenging areas in conversational agents and model fine-tuning.
• Scale ML pipelines and ensure robust performance for customers.
• Advance responsible AI practices and safety in production.
• Read, discuss, and prototype new ML research and methods.

Skills

End-to-end ML

Production code

Model evaluation

Data quality

Ownership

Active learning

Tools

Python

Golang

LLMs

Multimodal models

Vector databases

Job description

In Mountain View, California, this onsite role at ServiceNow invites a Senior Machine Learning Engineer to help expand Moveworks NLU and agentic AI capabilities within the platform. The position focuses on delivering end-to-end, production-grade ML systems for conversational AI, driving real value for customers through robust engineering and scalable ML pipelines.

Responsibilities

• Leverage software engineering, machine learning, and AI-system engineering to deliver durable value for customers
• Tackle challenging areas in conversational agents, including cognitive architecture iteration, multimodal and multilingual agents, conversational memory management, and advanced reasoning strategies such as Tree of Thoughts and Graph of Thoughts; fine-tune LLMs for tool use and enterprise reasoning with alignment approaches like RLHF/RLAIF/DPO; conduct agent evaluation; apply active learning for few-shot text classification; pursue abstractive summarization; and address grounding & verifi
• Advance Moveworks commitments to responsible AI by expanding infrastructure to ensure accessible performance for all users, red-team models for safety and reliability, and maintaining ML practices around data privacy and security
• Apply 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 approaches to hard problems
• Utilize the latest ML and LLM advances to enhance products and deliver strong user experiences
• Dedicate time weekly to reading, discussing, and potentially building models from recent ML research and open-source code

Requirements

• Demonstrated drive to ship product improvements with production-quality, fully unit-tested code and rigorously evaluated updates to models, prompts, or other tunable system components
• Ability to solve problems end-to-end with machine learning
• Solid grasp of model evaluation fundamentals, particularly for text generation, text classification, and non-uniform sampling regimes
• Attention to detail and high standards of data quality for training and evaluation datasets
• readiness to operate 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
• Preference for startup-like tempo within a medium-sized company, with a strong sense of ownership
• Commitment to shipping production-grade code
• High appetite for continuous incremental wins and the ability to complete challenging projects quickly
• Curiosity about engineering beyond immediate discipline and a continual desire to stay at the cutting edge of NLU and AI

Technologies

• Python
• Golang
• LLMs
• multimodal foundation models
• hybrid vector databases
• vector databases