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Senior Machine Learning Engineer

| Chicago



ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

If you thought you knew about ServiceNow and what we do, take a look again!
Our products lines are diverse and robust. The Enterprise Cloud is dynamic, scalable to billions of transactions weekly, and global in scope and size.

As a part of the core Platform as a Service offering, the Intelligent Automation Development team is building the core machine learning/AI/predictive analytics technology that will power revenue generating business use-cases using customer data to predict desired outcomes automatically; hence delivering significant increase in productivity of business processes of ServiceNow customers. The team focuses on operationalizing machine learning and predictive analytics use cases for all ServiceNow business applications.   

We employ only the brightest, innovative and most intuitive data scientists on the planet. We have offices in San Diego, San Francisco, Santa Clara and Hyderabad and work as a distributed team.  Come join the Intelligent Automation team and make your mark in the most challenging problem area - helping customer derive the insights from their own data on ServiceNow platform for enterprise applications, each customer at a time! 

What you get to do in this role:

Work on various ServiceNow client data sets and focus on solving applied problems in Natural Language Understanding, Text Mining, Anomaly Detection, Forecasting, etc., by leveraging statistical/mathematical concepts and core machine learning/AI tools and techniques.

Opportunity to learn, work and contribute to the innovative and enterprise grade ServiceNow’s Machine Learning and Artificial Intelligence engine as part of the overall Platform-as-a-Service offering.

Specifically, you will

  • Understand the business needs of Platform BU's customers
  • Translate the business needs into data requirements
  • Design and experiment (proof of concept), code, execute and iterate to retrieve business value/knowledge discovery from client’s data
  • Define and document success criteria/measures for the POC to prove the feasibility of the design experiment
  • Communicate and collaborate with appropriate teams and important stakeholders from the business units on the complete lifecycle of the experiment
  • Retrieve, clean/sanitize/normalize client’s data available in multiple data sources in ServiceNow instance
  • Choose an appropriate Statistical/ML/AI model, engineer the features and define appropriate model evaluation metrics.
  • Plan to generalize, scale and integrate the model at the platform level making it available as a core feature/functionality to all ServiceNow client base
  • Monitor, support, fix bugs, iterate and improve model performance to a desired level over a definitive time period.
  • Completely own the quality and metrics (response times, scalability etc) of the deployed model.
  • Develop innovative patentable ideas that ensures the competitiveness of this product within the domain of similar work being done in the industry
  • Lead and deliver key asks from internal constituents by example
  • Advance the natural language capabilities of the ServiceNow platform

To be successful in this role, we need someone who has:

  • 4+ years of research experience with 2+ years of core machine learning/AI experience
  • Strong research background with deep expertise in building various machine learning/AI and statistical data models in Weka/Python/R/Java
  • Advanced degree in the field of data science/computer science/mathematics/statistics will be a definite plus.
  • Working experience in Natural Language Processing (NLP)/Natural Language Understanding (NLU) based solutions is highly preferred
  • Deep understanding of Statistics/Linear Algebra/Calculus and various optimization algorithms is a must.
  • Hands-on experience on various supervised/semi-supervised/unsupervised ML/AI algorithms like SVM, Random Forests, Clustering, Linear/Logistic Regression, Classification, PCA, Time Series Forecasting, Deep Neural Nets and Sequential speech/language models.
  • Strong leadership and influencing skills with an ability to crisply communicate/articulate model performance/experience results to Key stakeholder’s and wider audience with appropriate visualization techniques
  • Ardent data enthusiast with experience and interest in engaging with data science communities like Kaggle and various online forums.
  • Ability to translate business needs into data requirements 
  • Experience working in Agile/Scrum environment is desired.
  • Experienced in various forms of decision sciences and optimization software development
  • Exceptional debugging, testing, and problem-solving skills
  • Self-starter, with quick learning curve
  • Strong written and verbal communication skills and an ability and interest to mentor other junior data scientists.
  • Working experience within product development teams is a must
  • Must have demonstrated work experience through multiple life cycles of a product within a single company.
  • Must have demonstrated capabilities to create patentable ideas.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

This position is based in Chicago, IL.


ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement


In addition to having neighbors such as Google and McDonald’s new global HQ, the West Loop is home to Chicago’s “Restaurant Row."

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.


Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.


Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.


Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.


Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.


Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

At ServiceNow, we believe that a life well-worked is critical to a life well-lived. And we believe in the power of the individual to achieve amazing things.

Our employees are united in the desire to be part of a company that has a long-lasting, positive, global impact. They get their voices heard and have the satisfaction of seeing their hard work brought to life.

Come build something awesome. We’ve got all the benefits you’d expect, and all the opportunities you want.

Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Pet Friendly
Dog and cat friendly!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Lunch and learns
Online course subscriptions available
Paid industry certifications
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