Full-Time Staff AI/ML Software Engineer

We’re Digital Technology, redefining IT with a focus on transformation, experience, AI-driven automation, innovation, and growth. We deliver delightful, secure customer and employee experiences. The Connected Customer Experience (CCX) team builds consumer-grade digital experiences using ServiceNow's intelligent platform.

As a Staff AI/ML Software Engineer, you'll build data pipelines, ML models, secure, scalable, and reusable code. You’ll grow our business by bringing internal products to the world and personalizing experiences for employees and customers.

Responsibilities:

• Develop real-time and batch ML models (embeddings, collaborative filtering, deep learning).
• Integrate user behavior signals, session data, and content metadata for optimized relevance.
• Work with LLM technologies (generative and embedding techniques, modern model architectures, RAG, fine tuning/pre-training LLMs, Deep reinforcement learning).
• Collaborate with product, data, and infra teams to deploy experiments and measure impact.
• Optimize retrieval, filtering, and ranking algorithms.
• Develop real-time personalization using query embeddings for search ranking.
• Monitor model performance and iterate using A/B testing.
• Analyze data, build data models, and pipelines leveraging BigQuery or Databricks.
• Distribute computing strategies in Azure, AWS or GCP.

Qualifications:

• 8+ years of full software development life cycle experience.
• Strong programming skills (Python, Java, SpringBoot, or Scala).
• ML frameworks experience (TensorFlow, PyTorch, XGBoost, LightGBM).
• Information retrieval techniques (BM25, vector search, learning-to-rank).
• Embedding models, user/item vectorization, session-based personalization.
• Large-scale distributed systems (Spark, Kafka, Kubernetes).
• Real-time ML systems experience.
• Background in NLP, graph neural networks, or sequence modeling.
• A/B testing frameworks and metrics (NDCG, MAP, CTR).
• Experience integrating AI into work processes, decision-making, or problem-solving.

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