ServiceNow

Senior Machine Learning Engineer, Agentic AI Harness & Quality - Moveworks

ServiceNow • $150K — $180K *
Mountain View, CA 94040In-Person
Consumer Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of software engineering experience with a focus on machine learning
  • Strong understanding of model evaluation techniques for various data types
  • Proficient in Python and/or Golang within a Mac development environment
  • Experience with deep learning architectures and large language models
  • High attention to detail and emphasis on data quality for model training and evaluation
  • Demonstrated ownership in shipping production-quality, tested code
  • Curiosity to learn and engage with advancements in agentic AI.

Responsibilities

  • Apply engineering skills to enhance customer value through machine learning
  • Drive user interface improvements and minimize agent misbehavior
  • Tackle complex AI harness challenges, such as agent cognitive architecture and dynamic orchestration
  • Engage with ML/LLM research and contribute to open-source models
  • Develop innovative solutions to scale and solve dynamic problems
  • Utilize knowledge of LLMs to enhance the agentic harness and evaluate those enhancements
  • Collaborate with web and chat platform teams to create exceptional user experiences.

Benefits

  • Flexible work persona arrangements
  • Access to a world-class annotation team for dataset creation
  • Tools for evaluating and serving models in production
  • Support for continuous professional development and learning
  • Opportunity to work on challenging, high-impact projects.
  • Collaborative environment with cross-functional team interaction.
Full Job Description
Job Description

The Role

We are looking for an experienced software engineer with machine learning expertise to join us in expanding Moveworks agentic AI capabilities, enabling increasingly magical user experiences and improving Moveworks agentic and conversational AI capabilities platform-wide.

As a member of the Agentic AI Harness & Quality team, you will have all the tools of modern agentic AI engineering at your disposal, from best-in-class LLMs, multimodal foundation models, and hybrid vector databases to all the infrastructure needed to tune, evaluate, and serve both models and agents in production. We are an eval-driven, data-centric team, and you will have the assistance of a world-class annotation team to build error-free, inclusive, and privacy-preserving datasets for tuning and evaluation.

You will also go beyond model training to achieve state-of-the-art AI performance in production, in every meaning of the word "performance": not just accuracy and quality of outputs, but also latency, reliability, and capability of the end-to-end user-facing system as a whole. Successful machine learning engineers on the team are motivated to design and maintain high-performing compound AI systems, with model training as one tool among many in the toolbox rather than the central responsibility of the job.

Our team indexes on increasing our ability to move fast, solving challenging product and engineering challenges, and pushing the envelope of agent reliability and value provided to customers. Your work will impact our team's core objective to build the highest-performing enterprise assistant platform the world has ever seen, in close collaboration with other functions within Moveworks and ServiceNow as a whole.

What you get to do in this role:
  • Apply software engineering, machine learning, and compound AI system engineering to create lasting value for all our customers
  • Drive quality in agent behavior, both in terms of increasing utility for end users and decreasing misbehavior in the customer business environment
  • Take on exciting and difficult challenges in AI harness engineering, such as agent cognitive architecture, eval benchmark creation, context engineering, generative UI, dynamic agent orchestration, multimodal I/O, multilinguality, conversational memory management, reasoning strategies, abstractive summarization, grounding and verifiability for generated text, deployment safety, and self-learning
  • Read, discuss, and build on the latest ML/LLM research and open-source repositories and models
  • Research and develop innovative, scalable and dynamic solutions to hard problems
  • Use your knowledge of machine learning fundamentals and LLMs to make improvements to the agentic harness and its AI components, evaluate them with small scale experiments and productionize your solutions at scale
  • Partner closely with web and chat platform engineering teams to turn harness investments into delightful user experiences that wow our customers


Qualifications

To be successful in this role you have:
  • Drive to ship product improvements with production-quality, fully unit-tested code and rigorously-evaluated updates to models, prompts, or other tunable system components
  • Ability to solve problems end-to-end with machine learning
  • Solid grasp of model evaluation fundamentals, especially for agent trajectories, text generation, text classification, and non-uniform sampling regimes
  • Attention to detail and high standard of data quality for training and especially evaluation datasets
  • Readiness to hit the ground running in a Mac development environment, programming in Python and/or Golang
  • Familiarity with deep learning architectures and algorithms and leading large language models
  • High degree of ownership
  • Drive to ship product improvements with production-grade code
  • Strong appetite for continuous incremental wins and completing challenging projects fast
  • High level of curiosity about engineering outside of immediate discipline and ongoing desire to learn and stay at the cutting edge of agentic AI


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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

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ServiceNow Careers

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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