Machine Learning Engineer

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

About the Team

The Multimodal team is transforming how ServiceNow understands multimodal content, including documents, images, and videos, by bringing the latest advances in AI into enterprise workflows. We build and own the platform services and products that power use cases across document extraction, visual understanding, and agentic automation. Our team includes ML engineers and applied researchers who are passionate about turning cutting-edge research into reliable products that deliver real customer impact.

Job Description

The Machine Learning Engineer designs, builds, deploys, and operates the services behind ServiceNow's multimodal AI capabilities, helping the platform understand documents, images, and videos. The Engineer works on the platform services and products that bring LLMs into reliable, scalable enterprise features. This role needs someone who cares deeply about building production-ready ML services: designing clean APIs and pipelines, deploying and scaling services on Kubernetes, and keeping them fast, observable, and resilient. The Engineer owns the quality and correctness of what ships, whether the code was written by a human or with the help of AI coding agents.

What you get to do:

• Build scalable ML services. Design, develop, and improve services and pipelines for document extraction, visual understanding, and agentic automation, integrating LLMs into production systems.
• Deploy and operate on Kubernetes. Containerize, deploy, and scale services on Kubernetes, and contribute to CI/CD, observability, and alerting that keep them reliable.
• Own quality and reliability in production. Write clean, tested code, build automated tests, monitor service health, and help investigate and resolve customer-facing issues such as performance limits and quality gaps.
• Build product features end to end. Turn product requirements into well-designed features, from API design and data handling to performance tuning and release.
• Collaborate across teams. Partner with product managers, engineers, designers and consuming product teams to define success criteria, understand tradeoffs, and communicate capabilities and limitations clearly.

Qualifications

• Master's degree in Computer Science, Machine Learning, or a related technical field, with 1 to 3 years of related experience.
• 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.
• Software engineering fundamentals. Strong command of data structures, algorithms, system design, APIs, concurrency, and testing. Java or JavaScript experience is a bonus.
• Hands-on experience with Docker and Kubernetes
• ML foundations. Solid understanding of machine learning fundamentals and how LLMs and vision-language models are integrated into applications.
• Computer vision and model evaluation. Understanding computer vision techniques and the ability to evaluate model quality independently, including designing test sets and choosing the right metrics.
• Production mindset. Experience building, deploying, and operating services, with attention to scalability, observability, and reliability.
• Hands-on multimodal experience. Projects, research, or work involving document understanding or multimodal models is a strong plus.
• AI-native approach. Curiosity and a track record of using AI tools to improve engineering workflows.
• Growth mindset. Eagerness to learn, take ownership, and grow in a collaborative team.

For positions in this location, we offer a base pay of $158,900 - $178,100, 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.

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 law. In 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 [email protected] 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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