Staff AI/ML Software Engineer

Employment Type: Full-time Location Type: Remote

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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Position Overview

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s 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 customers—when 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 ServiceNow’s 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 pipelines, ML Models, and secure code that's scalable and reusable. You will 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. You will implement software that empowers internal customers to extend what it can do to meet their specific needs, as our own "customer zero."

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Responsibilities

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 build data modeling and pipelines leveraging BigQuery data streaming or Databricks in near real-time.
• Implement distributed computing strategies in Azure, AWS, or GCP Clusters, enhancing parallel processing capabilities.

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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 AI’s potential impact on the function or industry.
• 8+ years of full software development life cycle experience, including coding standards, code reviews, source control management, build processes, testing, and operations.
• Strong programming skills in Python, Java, SpringBoot, or Scala.
• Experience with ML frameworks like TensorFlow or PyTorch.

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Salary

• Salary information not provided in the original description.