Staff AI/ML Software Engineer

Were not yesterdays IT department were Digital Technology. The world around us keeps changing and so do we. Were redefining what it means to be IT with a mindset centered on transformation experience AI-driven automation innovation and growth. Were all about delivering delightful secure customer and employee experiences that accelerate ServiceNows journey to become the defining enterprise software company of the 21st century. And we love co-creating using and highlighting our own products to do it. Ultimately we strive to make the world work better for our employees and customerswhen you work in ServiceNow Digital Technology you work for them.

The Connected Customer Experience (CCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies and built on ServiceNows intelligent platform we deliver a seamless personalized experience at every step of our customers journey. The products we build power digital business for ServiceNow and can even become commercially available.

As a Staff AI/ML Software Engineer within CCX you will build data pipeline ML Models secure code thats scalable and reusable. Grow our business by bringing internal products to the world and find new ways to personalize with AI/ML and simplify how employees and customers work. Implement software that empowers internal customers to extend what it can do to meet their specific needs as our own customer zero.

What you get to do in this role:

• Develop real-time and batch ML models using embeddings collaborative filtering and deep learning.
• Integrate user behavior signals session data and content metadata to optimize relevance.
• Work with LLM technologies including developing generative and embedding techniques modern model architectures retrieval-augmented generation (RAG) fine tuning / pre-training LLM (including parameter efficient fine-tuning) Deep reinforcement learning and evaluation benchmarks
• Collaborate cross-functionally with product data and infra teams to deploy experiments and measure impact.
• Optimize retrieval filtering and ranking algorithms in production search pipelines.
• Develop real-time Personalization using query Embeddings for Search Ranking
• Monitor model performance and continuously iterate using A/B testing and offline evaluation metrics
• Analyze various data and building data modeling and pipeline leveraging BigQuery data streaming or Databricks in near real-time.
• Distribute computing strategies in Azure AWS or GCP Cluster enhancing the parallel processing capabilities

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 8 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
• Strong programming skills in Python Java SpringBoot or Scala.
• Experience with ML frameworks like TensorFlow PyTorch XGBoost TensorFlow or LightGBM.
• Familiarity with information retrieval techniques (BM25 vector search learning-to-rank).
• Knowledge of embedding models user/item vectorization or session-based personalization.
• Experience with large-scale distributed systems (e.g. Spark Kafka Kubernetes).
• Hands-on experience with real-time ML systems.
• Background in NLP graph neural networks or sequence modeling.
• Experience with A/B testing frameworks and metrics like NDCG MAP or CTR.

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Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here.

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. In addition all qualified applicants with arrest or conviction records will be considered for employment 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 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. 

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