Principal Machine Learning Engineer

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.

PLATO (Platform Engineering and AI Technology Organization) at Service Now is a customer-focused innovative group building intelligent software using a variety of technology stacks to enable end-to-end, industry-leading work experiences for our customers. We are a group of people deeply invested in the success of our customers that happen to have expertise and knowledge in advanced technologies and software engineering best practices.

We are data driven, structured, committed and we enjoy what we are doing. We prioritize robustness, performance and user experience over the technology stack and tools.

This role will help build the strong technical AI trust foundation which includes driving architectural decisions, ensuring critical workflow product security, establishing AI quality assurance methodologies and the trusted compliance workflow. The principal engineer will bring deep technical leadership and hands‑on expertise to accelerate time‑to‑market since we have already released hundreds of GenAI and Agentic AI Agents onto the Service Now Platform and with more AI solutions that will come to market.

You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner.

We are just getting started with our early‑adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world.

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

• Help devise adversarial machine learning defense strategies.

• Develop Secure model deployment.

• Ensure compliance with emerging AI safety regulations (e.g., EU AI Act, NIST AI Risk Management Framework).

• Capable of delivering MVP and production systems more quickly due to working experience with the Service Now Platform.

• Can make trade‑off decisions that reduce rework and technical debt.

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.

• Proficient in prompt engineering and developing LLM based features

• Experience with methods of training and fine‑tuning large language models, such as distillation, supervised fine‑tuning and policy optimization

• Experience in using AI productivity tools such as Cursor, Windsurf, etc

• Demonstrate technical leadership: experience in developing architecture and owned complex systems

• Expertise in Python, GO, OOP, Design Patterns, time and space‑efficient algorithms

• Experience building prototypes, proof of concepts to prove ideas and working with engineering teams to product ionize them

• Expertise in coding…