Staff Machine Learning Engineer, Agentic App Platform

ServiceNow · San Francisco

Data & AIFull-timeposted 3mo ago

Company Description

Who we are

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce.

Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.

Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.

In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s leading workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.

By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

Come join us!

ServiceNow

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.

Job Description

The Role

Are you up for an exciting challenge? Picture yourself scaling and optimizing a cutting-edge Generative AI product that offers instant assistance to enterprise users. Ever wondered how to apply abstraction, scalability, and optimization to a dynamic, probabilistic, and generative conversational system? If so, we invite you to join our Conversation Engine team. At our company, you'll have the unique opportunity to work at the core of Moveworks Generative AI product. Your main focus will be scaling and optimizing it to meet the growing demands of the enterprise solution space. Take a look at our recent posts (Moveworks Live, Creator Studio) on Moveworks’s groundbreaking solutions for enterprise AI. As pioneers in enterprise AI, we don't follow a set formula for building the next solution. Instead, we encourage you to bring your innovative ideas and imagination to solve unsolved problems. You'll collaborate closely with machine learning experts and cross-functional teams, rapidly iterating over new ideas, and leveraging user behavior data to make informed decisions. Your challenge will be to scale and optimize our conversation engine to support hundreds of millions of users, across multiple chat channels and use cases, and enhance our end-to-end product infrastructure with the utmost engineering quality and robustness.

What you get to do in this role:

Construct an extensive product infrastructure, complete with user-friendly interfaces that empower engineers and configurators to effortlessly customize and optimize generative AI models. This includes collecting data and feedback, adapting to diverse enterprise use cases and business contexts, and delivering domain-specific conversational experiences.
Design scalable API abstractions for our conversation platform, which supports all popular chat clients (for example, MSTeams, Slack, and Web) and offers a neutral API for developing other parts of the engineering system.
Optimize the dialog engine to accommodate a wide range of conversational features, leveraging private domain knowledge unique to each enterprise customer in the cloud, and enable real-time multilingual translation. You will achieve this with minimal memory footprint, low latency, and streamlined development process for application engineers.
Champion the best practices for coding patterns, API design, scalability, robustness, and optimization. Foster a culture of excellence and continuous improvements among fellow engineers.
Provide comprehensive insights and visibility into the performance of our conversational AI product. This involves implementing a robust logging and tracing framework, user-friendly debugging and triaging tools, and automated metrics for efficient monitoring and analysis.
Collaborate closely with ML engineers, application engineers, product teams, and customer support teams to drive the development of new features and scalability initiatives.

Qualifications

To be successful in this role you have:

A strong foundation in computer science and software engineering, coupled with expertise in building scalable systems.
A deep understanding of clean, modular, and scalable API design. You have the ability to champion best coding practices and influence fellow engineers to uphold high standards of code quality and craftsmanship.
A passion for optimizing systems and improving performance. You are well-versed in tracing, logging, and metrics frameworks, and possess a systematic approach to quickly identify and resolve latency bottlenecks, race conditions, and throughput limitations.
The ability to independently research new requirements and develop innovative solutions. You thrive in an environment of fast-paced coding and execution, embracing rapid iterations to deliver results.
Strong communication skills to effectively articulate rationales and design approaches. You have a cross-functional awareness that enables you to collaborate seamlessly with various teams.
A bachelor's degree or higher in computer science or a related field, demonstrating your academic foundation in the field.
7+ years of professional development experience, specifically in building systems at scale.

Additional Information

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 and their assigned work location. Learn more here. 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, 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 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 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.