Team overview

We are AI Services, a shared services platform team building solutions around Machine Learning and Generative AI capabilities. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. As a Staff Machine Learning Software Engineer, you will play a major part in building solutions around Generative AI and Machine Learning (ML) capabilities that transform the user experience and workflow efficiency of our enterprise services. You will play a crucial role in developing and maintaining robust tools and services that enable customers to create, test, and deploy custom skills and prompts. You will also be key to ensuring seamless integration with other Service Now products and external LLM providers, such as Gemini, Azure and AWS.

By joining our team, you will play an important role in shaping the future of AI capabilities on the Service Now platform, ensuring that our customers can harness the power of generative AI to improve productivity and self-deflection.

What you get to do in this role:

• Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
• Help design and implement new products and features while also enhancing the existing product suite

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 related experience with a Bachelor's degree or Master's degree
• Experience in using AI Productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• Hands On Python Development experience with strong problem-solving abilities.
• A solid understanding of Cloud technologies such as Docker and Kubernetes
• Deep experience in working with CI/CD, Cloud & Infrastructure tooling.
• Knowledge in at least one Additional programming language like Go lang, JavaScript or AngularJS is a plus
• The ability to adapt quickly and tackle new challenges in an agile manner is highly valued.

Key Responsibilities:

• Develop and maintain Python and/or Go Lang based applications with a focus on efficiency and scalability.
• Collaborate with cross-functional teams to design and implement Cloud solutions using Docker and Kubernetes.
• Utilize expertise in object-oriented programming languages like Java, C++, Python and/or Go lang to enhance application functionality.
• Demonstrate agility by promptly addressing new challenges and finding effective solutions.
• Experience with prompt engineering: ability to craft, test, and optimize prompts for task accuracy and efficiency.
• Experience & knowledge on building, maintaining & improving Distributed Systems
• Experience building applications & systems with LLMs
• Proficiency or experience in Voice over Internet Protocol (VoIP) systems, Private Branch Exchange (PBX) configurations, telecommunications service providers, and associated telephony tools is advantageous.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.