[Remote] Principal Machine Learning Software Engineer

Note: The job is a remote job and is open to candidates in USA. ServiceNow is an AI platform company helping organizations connect AI, data, and workflows to improve business operations. The Principal Machine Learning Software Engineer will drive the technical direction of conversational analytics, develop cloud-based AI/ML solutions, collaborate across engineering and product teams, and coach software engineers.

Responsibilities

• Build the best cloud-based AI/ML solutions to power intelligent enterprise services
• Collaborate daily with a team of like-minded developers, product managers and quality engineers to produce quality software
• Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality solutions to our users

Skills

• 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
• 12+ years building and shipping large-scale, production software systems
• Proficiency in Java, Python, JavaScript, SQL
• AI Native development experience, utilizing coding tools such as Claude Code
• Experience with vector-based retrieval, agentic/tool architectures, universal context engines, data catalogs, knowledge graphs, semantic layers
• Strong focus with customer success metrics, specifically accuracy and associated evaluation frameworks and datasets
• Proven ability to coach other engineers, with the viewpoint of winning and growing as a team
• Exceptional written and verbal communication skills; able to flex between deep technical detail and executive-level framing
• Experience with BI/Analytics Platforms and NLQ
• An understanding of the ServiceNow ecosystem, and how it is intentionally different from other tech stacks

Benefits

• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs
• Work personas that may be flexible, remote, or required in office, depending on the nature of the work and assigned work location

Company Overview

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