Senior Machine Learning Engineer, Agentic AI Harness & Quality Moveworks

The Role

We are looking for an experienced software engineer with machine learning expertise to join us in expanding Moveworks agentic AI capabilities enabling increasingly magical user experiences and improving Moveworks agentic and conversational AI capabilities platform-wide.

As a member of the Agentic AI Harness & Quality team you will have all the tools of modern agentic AI engineering at your disposal from best-in-class LLMs multimodal foundation models and hybrid vector databases to all the infrastructure needed to tune evaluate and serve both models and agents in production. We are an eval-driven data-centric team and you will have the assistance of a world-class annotation team to build error-free inclusive and privacy-preserving datasets for tuning and evaluation. 

You will also go beyond model training to achieve state-of-the-art AI performance in production in every meaning of the word performance: not just accuracy and quality of outputs but also latency reliability and capability of the end-to-end user-facing system as a whole. Successful machine learning engineers on the team are motivated to design and maintain high-performing compound AI systems with model training as one tool among many in the toolbox rather than the central responsibility of the job.

Our team indexes on increasing our ability to move fast solving challenging product and engineering challenges and pushing the envelope of agent reliability and value provided to customers. Your work will impact our teams core objective to build the highest-performing enterprise assistant platform the world has ever seen in close collaboration with other functions within Moveworks and ServiceNow as a whole.

What you get to do in this role:

• Apply software engineering machine learning and compound AI system engineering to create lasting value for all our customers

• Drive quality in agent behavior both in terms of increasing utility for end users and decreasing misbehavior in the customer business environment

• Take on exciting and difficult challenges in AI harness engineering such as agent cognitive architecture eval benchmark creation context engineering generative UI dynamic agent orchestration multimodal I/O multilinguality conversational memory management reasoning strategies abstractive summarization grounding and verifiability for generated text deployment safety and self-learning

• Read discuss and build on the latest ML/LLM research and open-source repositories and models

• Research and develop innovative scalable and dynamic solutions to hard problems

• Use your knowledge of machine learning fundamentals and LLMs to make improvements to the agentic harness and its AI components evaluate them with small scale experiments and productionize your solutions at scale

• Partner closely with web and chat platform engineering teams to turn harness investments into delightful user experiences that wow our customers

Qualifications :

To be successful in this role you have:

• 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 especially for agent trajectories text generation text classification and non-uniform sampling regimes
• Attention to detail and high standard of data quality for training and especially evaluation datasets
• Readiness to hit the ground running in a Mac development environment programming in Python and/or Golang
• Familiarity with deep learning architectures and algorithms and leading large language models
• High degree of ownership
• Drive to ship product improvements with production-grade code
• Strong appetite for continuous incremental wins and completing challenging projects fast
• High level of curiosity about engineering outside of immediate discipline and ongoing desire to learn and stay at the cutting edge of agentic AI

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. 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.

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 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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Remote Work :

No

Employment Type :

Full-time