ServiceNow

Senior Machine Learning Engineer

ServiceNow • $110K — $130K *
Toronto, ON M3C 0E3In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in related field with a bachelor's degree in computer science or similar; advanced degrees/certifications are a bonus
  • Strong knowledge of OOP, data structures, algorithms, and system design
  • Experience with Python; familiarity with Java, JavaScript, Kubernetes, or GraphQL is a plus
  • Strong stakeholder communication skills, especially with direct customer engagement
  • Proven track record in developing reliable and resilient mission-critical systems
  • Experience integrating AI into engineering processes or software development
  • Familiarity with Operations Research concepts is advantageous but not necessary

Responsibilities

  • Design, build, and manage optimization applications that use advanced models at scale
  • Create automated systems to evaluate and test model performance and behavior
  • Translate requirements into clear specifications for AI coding agents and review their output
  • Ensure quality, safety, and reliability of deployed applications through proactive monitoring
  • Engage directly with customers to understand needs and help them realize value
  • Collaborate with cross-functional teams to define project success criteria and communicate risks

Benefits

  • Flexible work options, including remote working opportunities
  • Professional development support and resources
  • Collaboration with cutting-edge AI and optimization technologies
  • Engagement in meaningful work contributing directly to customer outcomes
  • Opportunity to influence product roadmaps through customer insights
Full Job Description
Job Description

The Machine Learning Developer designs, builds, ships, and operates applications whose core behavior is model-driven rather than explicitly authored. The Developer builds the engine behind ServiceNow's optimization products - the algorithms and pipelines that turn sophisticated scheduling and resource-allocation problems into fast, reliable customer outcomes. The work is evolving - where "AI-driven" once meant applying ML techniques to optimization problems, it now also means using AI agents as part of the build process itself. This role expects both: someone who can design an efficient algorithm from scratch, and someone who can specify a problem precisely enough to direct an AI agent to implement part of it, then verify the result is correct. The developer owns the correctness, performance, and robustness of what ships, regardless of whether a human or an agent wrote it.

What you get to do:
  • Build Optimization applications. Design, build and operate applications built around advanced optimization models in production at scale. This includes API design, data ingestion, multiprocessing, observability, advanced algorithm development, performance benchmarking, and automated testing.
  • Build automated evaluation and test model behaviour. Design and operate the evaluation system that supports development and delivering features with confidence.
  • Specify precisely and direct AI coding agents. Convert requirements into testable specifications with explicit scope, constraints, and acceptance criteria; decompose work into agent-sized tasks; and review agent output for correctness and maintainability. Contribute to teams AI-harness helping shape the way agents are leveraged.
  • Own quality, safety, and reliability in production. Manage deployments, monitor service availability, implement alerting and respond to customer issues before they even know they have a problem.
  • Deliver as a forward deployed engineer. Work closely with customers when the work calls for it. Understanding business requirements and product capabilities to help customers get to value faster and use learnings to influence product roadmap.
  • Collaborate across product, design, and engineering. Partner with product managers, designers, conversation designers, and engineers to define success criteria, align on tradeoffs, and communicate capability and risk clearly.


Qualifications
  • Experience. 5+byears of related experience with a bachelor's degree in computer science, software engineering, or related technical field. Advanced degrees or certifications (especially in Operations Research) are a bonus.
  • Software engineering fundamentals. Strong command of OOP, data structures, algorithms, system design, concurrency, parallelism, APIs, data modeling, and testing.
  • Experience with key Technologies: Experience with Python is strongly preferred; experience in Java, JavaScript, Kubernetes, or GraphQL is a bonus.
  • Forward deployed delivery and stakeholder communication. Comfort working directly with customers under incomplete information and fixed timelines, judgment about when a fast local solution is right and when to hold out for the durable one, and credibility communicating capability, limitation, and risk to non-engineers.
  • Experience with mission critical systems. Demonstrated experience developing reliable and resilient systems.
  • AI Native Approach. Strong critical thinking and a track record of integrating AI into engineering processes, SDLC, workflows, or decision making.
  • Domain expertise. Familiarity with Operations Research, Vehicle Routing Problems, Mathematical Optimization, Field Service Management is a plus but not required


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

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
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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