Principal Machine Learning Engineer

AI Engineering and Delivery is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist, AI Agents, and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure — prioritizing robustness, performance, safety, and real-world customer impact at scale. About the Team: Emerging tech is a small senior group inside AI Engineering and Delivery. We turn early bets on AI and emerging tech into strategic capability for our customers, our people, and ServiceNow. We are working to unlock features that will be helping our platform and products evolve in line with the Fast paced world of Agentic AI — prioritizing robustness, performance, safety, and real-world customer impact at scale. You will design, build, and help build out production-grade agentic AI systems embedded across ServiceNow's platform — autonomous agents that reason over real enterprise data, take action across workflows, and stay safe at Fortune 500 scale. Your core focus areas: Agentic architecture, Enterprise-grounded reasoning, Trust, safety, and governance, Retrieval and grounding, Model integration and evaluation, Technical leadership and strong bias for action, Designing scalable architectures. Qualifications: 9+ years of software engineering with strong fundamentals, Hands-on depth designing, shipping, and operating agentic systems in production, Production-grade Python, Systems language, Experience with frontier AI SDKs, Familiarity with RAG and retrieval patterns, Track record of technical leadership, Nice to have specialized in search/retrieval at scale or MLOps, Published work/open-source contributions, Exposure to LLM fine-tuning. Compensation: base pay $240,100 - $420,200 plus equity and benefits; location-based).