Principal Machine Learning Engineer

About the role

ServiceNow is seeking a technical leader to guide the architecture of our Enterprise AI division. You will oversee the development of our AI Control Tower, agent orchestration, and governance frameworks to ensure our enterprise-scale AI systems remain secure and reliable.

Key facts

What you'll do

• Design the multi-year technical roadmap for AI Control Tower, covering agent lifecycle, governance, observability, and security.
• Create an AI-integrated developer environment that standardizes how agents are built, tested, and deployed.
• Establish operational protocols for autonomous agents, including incident management, auditability, and emergency shutdown procedures.
• Coordinate technical strategy across data, infrastructure, security, product, and GRC teams to resolve design conflicts.
• Translate internal Customer Zero experiences into actionable product improvements for our platform.
• Develop and document reference architectures for multi-agent orchestration and governance.
• Mentor senior staff and promote high engineering standards across the organization.

Requirements

• 15+ years of software engineering experience, with at least 5 years in principal, senior staff, or director-level roles managing multi-team strategies.
• Hands-on technical mastery of LLM-based systems, multi-agent orchestration, RAG, evaluation frameworks, and AI security.
• Experience building enterprise-grade cloud platforms, distributed systems, or CI/CD automation.
• Proven ability to shift engineering practices toward agentic or AI-assisted development.
• Ability to make high-stakes decisions in ambiguous environments.
• Proficiency in rapid prototyping and coding to lead by example.
• Executive-level communication skills for presenting complex trade-offs to C-suite and partner audiences.

Nice to have

• Experience with ServiceNow or similar enterprise workflow platforms like ITSM, CMDB, or GRC.
• Knowledge of MCP, A2A, tool-calling architectures, or AI gateways.
• A public track record of technical leadership through talks, patents, or open-source contributions.

Skills & tools

• LLM and Agentic AI systems
• RAG and Evaluation frameworks
• MLOps and LLMOps
• AI Observability and Governance
• Cloud Platform Architecture
• Distributed Systems

Practical notes

• Base salary range: $216,100 - $378,200 plus equity and variable compensation.
• Benefits include health plans, 401(k) with company match, ESPP, matching donations, and family leave.
• Employment is subject to export control regulations and potential license approval.
• ServiceNow is an equal opportunity employer. If you need application accommodations, contact globaltalentss@servicenow.com.