Senior Manager, Machine Learning Engineering

Summary

Join ServiceNow's Virtual Agent Science team, a leader in conversational AI, to build cutting-edge AI/ML solutions for intelligent enterprise services. Collaborate with developers, product managers, and quality engineers to deliver high-quality software. You will work with product owners to understand requirements and own the code from design to delivery. The role involves creating and maintaining large-scale data processing pipelines. This position requires significant experience in AI/ML, prompt engineering, and LLM development. ServiceNow offers competitive compensation and benefits.

Requirements

• Proficient in prompt engineering and developing LLM based features
• Experience with methods of training and fine tuning large language models, such as distilation, supervised fine-tunning and policy optimization
• Experience in using AI productivity tools such as Cursor, Windsurf, etc
• 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
• 10+ years of related experience with a bachelor's degree; or 8 years and a master's degree; or a PhD with 5 years' experience; or equivalent work experience
• 4+ years of management and/or technical lead experience, proficiency in providing feedback to work group strategies, policies and plans
• Experience building new products that use challenging algorithms in hands of customers
• Proficient with methods of prompt tuning LLMs
• Knowledge of core AI/ML techniques and algorithms
• Expertise in coding efficient, object-oriented, modularized and quality software. Knowledge of unit testing, profiling, and code tuning

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
• Creating and maintaining large-scale data processing pipelines that ensure that data is processed accurately, efficiently, and securely

Preferred Qualifications

Good to have some awareness of fine-tuning large language models, such as distillation, supervised fine-tuning and policy optimization

Benefits

• For positions in this location, we offer a base pay of $197,800 - $346,200, plus equity (when applicable), variable/incentive compensation and benefits
• 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