Principal Research Scientist/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 — ServiceNow 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.

Our group at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future.

You will play a pivotal role in leading the development of operational solutions to run next-generation Large Language Models (LLMs) for Enterprise Language Generation, empowering the NOW platform with AI experiences in the day-to-day work of our customers. With a focus on early-adopter customers, you will lead the creation and availability of an exceptional range of solutions to our 9k enterprise customers worldwide.

What you get to do in this role:

Contribute to the design, implementation, and operating LLMs at scale in a hybrid cloud environment to support ServiceNows portfolio of products.

Collaborate daily with a team of like-minded developers, applied research scientists, product managers, and quality engineers to deliver high-quality software.

Work closely with product owners to understand detailed requirements and take ownership of the entire software development cycle, from design to implementation, testing, and delivery of high-quality and high-impact solutions to our users.

Utilize your experience with distributed systems to build scalable and performant shared services that support the development and deployment of AI models and applications.

Confronted with real-world challenges and datasets, you will need to use your AI/ML expertise and creativity to apply existing methods or collaborate to develop new ones to solve these problems in a practical and scalable way.

To be successful in this role you have:

15 years of related experience with a Bachelors degree; or 12 years and a Masters degree; or a PhD with 8 years of experience; or equivalent work experience.

Experience in Instruction fine tuning and other fine tuning methodologies preferred.

Strong problem-solving skills and the ability to adapt to evolving requirements and technologies in the AI field.

Experience with Search or Recommendation systems preferred

Demonstrated experience in creating and maintaining large-scale data processing pipelines, ensuring accurate, efficient, and secure data processing.

Proficiency in infrastructure design and implementation, with experience in building scalable and performant ML services.

15 years of related experience with a Bachelors degree; or 12 years and a Masters degree; or a PhD with 8 years of experience; or equivalent work experience.

Communicating to both technical and non-technical stakeholders, and working to ensure that the benefits and limitations of GenAI technologies are clearly understood across the organization.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $233,500 – $408,500, 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. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 talent.acquisition@servicenow.com 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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