Staff Machine Learning Engineer

| Chicago
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This position reports to: Director, Customer Interactions
 

Are you passionate about the role Artificial Intelligence can play in creating a revolution for world-class customer experiences?  Are you a multi-tasker that can handle just about anything that comes your way across functional/technical domains and geographies?  Are you able to articulate your vision and build excitement for what’s to come?

 

Who we are and what we’re looking for

 

The IT Customer Experiences team is building world-class post-sales customer support experiences for both our internal stakeholders and external customer users.  Customers can take advantage of our vast self-service solutions, such as:  Knowledge, Community, Mobile, Portal, Virtual Agent, Documentation, and Service Automations.  We’re looking for a Machine Learning Engineer to advance our solutions by solving applied problems across Natural Language Understanding, general Predictive Intelligence, and core Machine Learning/AI tools and techniques.

 

You will evaluate and design the ideal solutions by leveraging ServiceNow’s NLU and AI engine and/or the latest open-source AI technologies.  Keeping abreast of ML/AI industry trends and advancements is critical as this role will provide strategic direction and innovation ideas for how to creatively apply the newest models and algorithms to solve our customer support solution requirements.

 

This role also serves as an evangelist to promote AI across the entire IT Customer Experiences portfolio, assisting with brainstorming and executing strategies on how to best leverage the promise of AI across a wide variety of use cases.

 

At ServiceNow we believe in unlocking the full potential of our own products, and we use them across our business (we call this Now on Now).  By being “customer zero”, we are a strategic partner with product R&D teams to minimize customer issues and help shape product direction.  The core objective of our team is to provide the solutions that help our customers solve an issue with ease, minimizing the need to create a case.  Successful execution leads to happy customers and operational overhead can be sustained for long-term rapid growth.

 

The ideal candidate

 

ServiceNow is looking for a passionate, technical, and dynamic leader with the following attributes and activities:

  • Bachelor’s in Data Science, Machine Learning, Computer Science, or related technical field or equivalent, with 3-5 years of experience
  • Experience in training machine learning models, and inference of results into applications
  • Excellent knowledge in algorithms and data structures and implementing them in Java or Python
  • Experience designing and building data and AI/ML-powered platform architecture, products, and applications, including data analysis, refinement, and retraining
  • Experience with both classic relational and modern large-scale data management technologies at scale with large batch and streaming updates and both transactional and analytical queries
  • Exposure to transfer learning, and aware of open source NLP libraries
  • Ability to build NLP data pipelines and perform data transformations to fit deep learning models for language learning
  • High energy, self-starter with aptitude for learning new technologies and ability to collaboratively and passionately foster data and AI/ML culture
  • Adaptable to a fast-paced environment with ambiguity and change
  • Experience working with development teams in an Agile environment across vast geographies
  • Strong written and verbal communication/presentation skills
  • Knowledge of ServiceNow platform and technologies a plus

 

Ready for your next challenge?

 

You will apply your passion for AI to promote transformation and ensure an experience that exceeds expectations.  This requires strategically advancing a shared vision through solution and data improvements to impact tough challenges.

 

We are looking for someone that can take us to that next level – someone with ideas, experience, and a proven track record of success. If you find this to be an exciting challenge, we look forward to hearing from you.

 

 

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 [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

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

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.

Medha

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.

Olum

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.

Marina

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.

CJ

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.

Preetam

Software Engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
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
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
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!
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
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
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
Paid industry certifications
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