Staff Machine Learning Engineer, Agentic App Platform

This Staff Machine Learning Engineer role focuses on scaling and optimizing Moveworks' Generative AI conversation engine for enterprise environments on the Agentic App Platform. The position emphasizes abstraction, scalability, and optimization of a probabilistic, multi-channel system, with collaboration across ML and cross-functional teams to deliver robust infrastructure for hundreds of millions of users.

Location

Mountain View, CA (onsite)

Responsibilities

• Build a comprehensive product infrastructure and intuitive interfaces that empower engineers and configurators to tailor and optimize generative AI models. This includes collecting data and feedback, adapting to diverse enterprise use cases, and delivering domain-specific conversational experiences.
• Design scalable API abstractions for the conversation platform that integrate with MSTeams, Slack, and Web, while providing a neutral API for other parts of the engineering system.
• Optimize the dialog engine to support a wide range of features by leveraging private enterprise knowledge in the cloud and enabling real-time multilingual translation, all with a small memory footprint, low latency, and an efficient development process for application engineers.
• Promote best practices in coding, API design, scalability, robustness, and optimization, fostering a culture of excellence and continuous improvement among engineers.
• Provide comprehensive performance visibility through robust logging and tracing, developer-friendly debugging and triage tools, and automated metrics for ongoing monitoring and analysis.
• Collaborate closely with ML engineers, application engineers, product teams, and customer support to advance new features and scalability initiatives.

Requirements

• A strong foundation in computer science and software engineering, with experience building scalable systems.
• Deep understanding of clean, modular API design and the ability to champion best coding practices to uphold high standards of code quality.
• A passion for optimization, with proficiency in tracing, logging, and metrics frameworks, and a methodical approach to identifying and resolving latency bottlenecks, race conditions, and throughput limits.
• Capability to independently research new requirements and develop innovative solutions, thriving in fast-paced, iterative development.
• Strong communication skills and the ability to collaborate effectively across cross-functional teams.
• Bachelor's degree or higher in computer science or a related field.
• 7+ years of professional development experience building systems at scale.

Technologies

• MSTeams
• Slack
• Web

Work Personas

ServiceNow supports a distributed work model with flexible options. Work personas, including flexible, remote, or in-office arrangements, are assigned based on the nature of the role and location. Eligibility for a specific persona may involve verifying the distance between your 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. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive candidate experience. 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 [email protected] 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 be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.