Principal Machine Learning Engineer

Overview
Enterprise AI is ServiceNows 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.

As Principal Engineer Agentic AI Systems you will serve as the senior-most technical multiplier for the Enterprise AI organization setting architecture and technical direction for one of ServiceNows biggest engineering opportunities: making an enterprise-scale workforce of AI agents governable secure observable and worth trusting.

What Youll 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 ServiceNows 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 :

To be successful in this role you have:

• 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.

For positions in this location we offer a base pay of $216100 - $378200 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.

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 religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by 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 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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Remote Work :

No

Employment Type :

Full-time