Company Description
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

WHAT YOU GET TO DO IN THIS ROLE:

The Virtual Agent Science team is at the forefront of conversational AI, specializing in delivering intelligent, human-like interactions through virtual agents. Our mission is to enhance customer experiences by advancing the state of the art in search and conversational science. We tackle the entire lifecycle of conversational AI—from understanding user intent and retrieving relevant documents to crafting natural and context-aware personalized responses.
We collaborate closely with product teams to translate business requirements into robust, measurable solutions. Our work includes developing and refining benchmarks for conversational systems, leveraging user feedback to continuously improve performance, and innovating in areas like semantic search, language modeling, and dialogue management.
By combining cutting-edge research with practical applications, we ensure our virtual agents are capable of retrieving the most relevant information, responding effectively to user queries, and gracefully handling scenarios where clarification or “no answer found” responses are required.
You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world.

WHAT YOU’LL DO IN THE ROLE:

• Build the best cloud-based AI/ML solutions to power intelligent enterprise services.
• Collaborate daily with a team of like-minded developers, product managers and quality engineers to produce quality software
• Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality solutions to our users.
• Creating and maintaining large-scale data processing pipelines that ensure that data is processed accurately, efficiently, and securely
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Proficient in prompt engineering and developing LLM based features
• Experience with Search quality improvements
• Experience in using Al productivity tools such as Cursor, Windsurf, etc. is a plus or nice to have
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 10+ years of related experience with a bachelor’s degree; or 8 years and a master’s degree; or a PhD with 5 years’ experience; or equivalent work experience
• 4+ years of management and/or technical lead experience, proficiency in providing feedback to work group strategies, policies and plans
• Experience building new products that use challenging algorithms in hands of customers.
• Proficient with methods of prompt tuning LLMs. Good to have some awareness of fine-tuning large language models, such as distillation, supervised fine-tuning and policy optimization.
• Knowledge of core AI/ML techniques and algorithms
• Expertise in coding efficient, object-oriented, modularized and quality software. Knowledge of unit testing, profiling, and code tuning.