Job Opportunity: Senior Machine Learning Engineer - AI and ML Expert

The Knowledge Graph and Platform Engineering group at ServiceNow is at the forefront of building AI that understands your business. Our mission is to deliver personalized, relevant, and pre-emptive answers and data to both human and AI agents, enhancing AI Search, Virtual Agents, AI Agents, and other AI solutions to drive significant business value. We are seeking an experienced IC3 engineer with deep expertise in Artificial Intelligence and Machine Learning.

In this role, you will be instrumental in developing solutions that revolutionize enterprise service user experiences and workflow efficiency. Moving beyond traditional analytical tools, we aim to empower any user, regardless of technical expertise, to leverage our AI/ML solutions for thoughtful and scalable enterprise operations. Join us as we build and deploy an exceptional range of solutions for our global enterprise customers.

Key Responsibilities:

• Collaborate with product owners to define detailed requirements and architect high-quality solutions.
• Work with the team to deliver solutions across partner teams and consumers.
• Build best-in-class cloud-based AI/ML solutions to power intelligent enterprise services.
• Engage daily with a collaborative team of developers, product managers, and quality engineers to deliver quality software.
• Evaluate various technology options based on performance, accuracy, and cost, guiding the team to the optimal solutions.

Qualifications:

• Minimum of 5 years of experience implementing complex AI/ML applications.
• Specialization in developing enterprise-scale conversational AI platforms and advanced natural language processing (NLP) solutions.
• Experience in developing LLM-powered applications using modern frameworks and APIs such as Langchain, CrewAI, and OpenAI/Anthropic APIs.
• Strong analytical skills with experience in evaluating model performance and optimizing inference costs.
• Deep expertise in prompt engineering, fine-tuning, and optimizing LLM performance, with hands-on experience with leading models like GPT, Claude, and open-source alternatives.
• Proven ability to translate complex LLM concepts into commercial value and communicate effectively with stakeholders at all levels.
• Experience leading the development of Proofs of Concept (PoCs) and applied research prototypes to explore novel AI capabilities, model interpretability, and safety strategies.
• Ability to conduct cutting-edge experiments to assess model behavior, generalization, and fairness across diverse datasets and use cases.
• Experience developing CI/CD pipelines and containerized workflows for scalable ML model training, evaluation, and production deployment.
• Proficiency in identifying risks in AI applications and contributing to responsible AI initiatives, including transparency, robustness, and compliance frameworks.
• Ability to define and implement rigorous evaluation protocols, including human-in-the-loop testing, bias detection, and safety metrics.
• Solid experience in classical Machine Learning and Deep Learning.
• Ability to collaborate with Senior Architects, Leaders, and other Business Units to drive technical solutions.
• Experience in designing and implementing NLQ (Natural Language Query) and NLP-based solutions.

Good to have:

• Familiarity with the ServiceNow platform.
• Published research or technical blog posts on LLM applications and best practices.
• Experience working with Knowledge Graphs.