Machine Learning Engineer, Agentic AI Systems

ServiceNow is seeking a Machine Learning Engineer focused on Agentic AI Systems to join the Mountain View team on site. The role centers on expanding Moveworks NLU and agentic AI capabilities, leveraging large language models, multimodal foundation models, and vector databases to productionize models and elevate performance across the platform. It’s a role that blends software engineering with cutting-edge ML to deliver practical, scalable AI experiences for customers.

Responsibilities

• Deliver value at scale by combining software engineering, machine learning, and complex AI system design to benefit all users
• Tackle challenging conversational AI problems, including agent cognitive architecture iterations, multimodal and multilingual agents, memory management, reasoning strategies such as Tree of Thoughts and Graph of Thoughts, and fine-tuning LLMs for tool use and enterprise reasoning with privacy considerations (RLHF, RLAIF, DPO), as well as agent evaluation, active learning for few-shot classification, abstractive summarization, and grounding and verification
• Advance Moveworks commitments to responsible AI by expanding infrastructure for equitable model performance, red-teaming for safety, and upholding data privacy and security standards
• Apply fundamentals of ML and LLMs to design new algorithms and architectures, validate them with small-scale experiments, and productionize solutions at scale
• Research and develop innovative, scalable approaches to hard problems within the product
• Leverage the latest ML and LLM advances to enhance products and create engaging user experiences
• Dedicate weekly time to reading, discussing, and potentially building models from the latest ML research and open-source code

Requirements

• Proven track record of shipping product improvements with production-quality, unit-tested code and carefully evaluated updates to models, prompts, or other tunable system components
• Ability to solve problems end-to-end using machine learning
• Solid understanding of model evaluation fundamentals, especially for text generation, text classification, and non-uniform sampling regimes
• Attention to data quality for training and, particularly, evaluation datasets
• Ready to start in a Mac development environment with Python and/or Golang
• Knowledge of deep learning architectures, algorithms, and leading large language models
• Desire to operate at a startup pace within a medium-sized company and take ownership
• Commitment to shipping production-grade code and iterative improvements
• Strong appetite for continuous incremental wins and completing challenging projects quickly
• Curiosity about engineering beyond immediate specialties and ongoing drive to stay at the forefront of NLU and AI

Technologies

• Python
• Golang

Work Personas

ServiceNow describes work personas as flexible, remote, or in-office categories assigned based on the nature of the work and location. Eligibility for a work persona may be determined by assessing the distance between a candidate’s primary residence and the nearest ServiceNow office using 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. Additionally, applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations

ServiceNow is committed to an accessible and inclusive candidate experience. If you require a reasonable accommodation to complete any part of the application process, or need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

Some positions require 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 necessary export licenses or approvals.