Staff AI/ML Software Engineer

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

ServiceNow's Digital Technology team is redefining IT with a focus on transformation, experience, AI-driven automation, innovation, and growth. We aim to deliver delightful, secure customer and employee experiences that accelerate ServiceNow's mission to be the defining enterprise software company of the 21st century. The Connected Customer Experience (CCX) team specifically builds consumer-grade digital experiences and products on the ServiceNow platform to enhance customer and partner success.

As a Staff AI/ML Software Engineer within CCX, you will be instrumental in building data pipelines, ML models, and secure, scalable, and reusable code. Your work will focus on growing the business by commercializing internal products and leveraging AI/ML for personalization and simplification of work processes for employees and customers. You will also develop software that empowers internal customers to extend functionality to meet their specific needs.

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.

Requirements

• 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. (Note: The provided text was cut off here, but this is a common requirement for this type of role).

Company Information

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.