Principal Machine Learning Software 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.

The Analytics Intelligence Team is responsible for ServiceNow's Conversational Analytics experience, allowing customers to ask questions about their data in plain language and receive high accuracy results. Initial products include AI Data Explorer and Query Generation.  The immediate future involves making these products fully agentic, considering semantic layers, knowledge graphs, data catalogs, and universal context engines. 

The Role 

We're looking for a Principal Engineer to work collaboratively with other architects and help drive the technical direction for conversational analytics.  They’ll need to go deep on architecture whilst also being an outstanding verbal and written communicator across engineering, product and leadership.  Bring able to align competing opinions is a necessary skill. 

The right candidate will be hands on and have a customer mindset, with the ability to rapidly create technical prototypes to demonstrate value.   The role will involve coaching other software engineers of all levels, so it’s important they are not only humble but have significant hands-on technical depth.   

What you get to do in this role:

• 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

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.
• 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 

For positions in this location, we offer a base pay of $216,100 - $378,200, 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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