Senior Staff Machine Learning Engineer Agentic AI

About the Team 

AI Engineering and Delivery is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist AI Agents and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure prioritizing robustness performance safety and real-world customer impact at scale. 

Types of problems youll get to work on 

You will design build and operate production-grade agentic AI systems embedded across ServiceNows platform autonomous agents that reason over real enterprise data take action across workflows and run safely at Fortune 500 scale. 

Your core focus areas: 

• Agentic architecture. Design and ship multi-agent systems orchestration tool use planning loops memory and failure recovery that operate reliably in production not in notebooks. 
• Enterprise-grounded reasoning. Build agents that leverage ServiceNows data layer CMDB Workflow Data Fabric and Knowledge Graph to make decisions with context no frontier model has on its own. 
• Trust safety and governance. Own the guardrails: observability human-in-the-loop controls and compliance infrastructure that make autonomous systems safe to deploy at scale. 
• Retrieval and grounding. Work closely with our search team to ensure agents are grounded in accurate low-latency retrieval RAG pipelines hybrid search re-ranking and evaluation as a critical dependency of agentic quality. 
• Model integration and evaluation. Integrate frontier models (Anthropic Google OpenAI) into the Sense Decide Act Govern architecture; evaluate trade-offs across cost latency and capability for production use cases. 
• Engineering leadership. Raise the technical bar through architecture decisions code reviews and coaching particularly on agentic design patterns and production AI discipline. 

Qualifications :

To be successful in this role you have:

• 8 years of software engineering with strong fundamentals in data structures algorithms and distributed systems. 
• Formal grounding in machine learning fundamentals modeling training evaluation and the principles behind modern deep learning LLMs and agent architectures. 
• Hands-on depth designing shipping and operating agentic systems in production multi-agent orchestration tool calling planning loops memory and failure recovery. Not prototypes. 
• Proven experience building and operating production-grade full-stack AI systems and services end to end model integration APIs serving infrastructure and the application layer. 
• Production-grade Python. Systems language (Go Java or C) is a plus. 
• Working experience with frontier AI SDKs (Anthropic Google or OpenAI) prompt engineering structured outputs and model evaluation in production settings. 
• Track record of technical leadership: architecture ownership code quality bar-raising and mentoring engineers on production AI practices. 

Nice to Have 

• Specialization in search and retrieval at scale RAG pipelines hybrid search vector stores re-ranking and retrieval evaluation or MLOps/model observability. 
• Published work or open-source contributions in agentic systems or retrieval. 
• Exposure to LLM fine-tuning or inference optimization in production. 

Why join us 

Intelligence is commoditizing. Context and execution are not. With 100B workflows 6.5T transactions a year and 85% of the Fortune 500 on our platform we are building the system that makes AI actually work inside the enterprise Sense Decide Act Govern. 

Whats shipping as we speak: AI Specialists autonomously resolving cases across IT CRM HR and Security. Action Fabric opening our full system of action to any external agent via MCP Anthropics Claude Cowork is the first design partner. Project Arc with NVIDIA bringing governed autonomous desktop agents into production. Build Agent live inside Cursor Claude Code and GitHub Copilot. AI Control Tower with kill-switch capabilities and cross-vendor agent governance. These are production systems at Fortune 500 scale not roadmap slides. 

Youd work across three problem spaces at the frontier of what we do:  

Autonomous Enterprise: Self-driving business processes grounded in CMDB Workflow Data Fabric and Knowledge Graph context no frontier lab can replicate  

Omni-channel AI Resolution: Production voice chat and computer-use agents with generative UI live with customers today  

AI Control Tower: Identity entitlements and audit-grade compliance for every agentic system in the enterprise nobody else has this layer. 

You will build the substrate that connects all four: SENSE (any data) DECIDE (any AI model) ACT (any workflow) GOVERN (identity governance). The architectural inflection point is now.  

For positions in this location we offer a base pay of $201300 - $352300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. 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. 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 religion sex sexual orientation national origin age disability gender identity  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