Principal Machine Learning Engineer

Overview

Enterprise AI is ServiceNow's horizontal capability team, building the operating model, technical foundation, and Customer Zero motion for AI governance at enterprise scale, including AI Control Tower, the AI agent orchestrator, and the AI agent fabric on the ServiceNow AI platform.

What You'll Do

• Define the multi-year technical architecture for the AI Control Tower portfolio, agent governance, orchestration, lifecycle management, interoperability, observability, evaluation, and AI security, as one coherent platform.
• Establish an AI-forward developer experience that embeds agents into planning, coding, testing, review, deployment, and operations, with the standards and guardrails to make it safe and measurable.
• Define operational excellence for autonomous and semi-autonomous agents, including reliability, incident response, rollback, kill-switch, and auditability standards.
• Act as the technical multiplier across AI engineering, data and ML, infrastructure, product, DevOps, security, and GRC, brokering cross-domain choices and resolving design conflicts on technical merit.
• Turn ServiceNow's own Customer Zero experience into structured product feedback for AI Control Tower and related platform capabilities.
• Prototype and incubate new patterns in multi-agent orchestration, agent evaluation, and AI governance automation, and publish reference architectures that accelerate reuse.
• Mentor principal and senior engineers, raise hiring standards, and build the AI fluency that makes this team a model for AI-ready engineering.

Qualifications

• 15+ years of software engineering experience, including 5+ years operating at a principal, senior staff, or director-equivalent scope, setting technical strategy across multi-team organizations without relying on direct reporting authority.
• Deep, current, hands-on expertise in agentic AI and LLM-based systems, multi-agent orchestration, RAG, evaluation frameworks, LLMOps/MLOps, AI observability, and AI governance and security.
• Experience architecting enterprise-scale cloud platforms, distributed systems, developer platforms, data platforms, or DevOps/CI-CD automation.
• A demonstrated track record of transforming how engineering organizations build, test, and ship software, ideally with AI-assisted or agentic coding tools.
• Strong judgment in ambiguous technical domains where architecture, product, security, operations, and business value intersect.
• Builder credibility: you still write code, prototype fast, and lead by demonstration.
• Executive communication skills, with the ability to frame technical strategy and trade-offs for VP, C-level, customer, pundits, and partner audiences.

Preferred Qualifications

• Experience with ServiceNow or a comparable enterprise workflow platform (ITSM, CMDB, GRC).
• Experience with MCP, A2A, tool-calling architectures, or LLM/AI gateways.
• Visible technical guidance through publications, talks, patents, or open-source contributions.

Benefits

To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@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 license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.