Senior Machine Learning Engineer

Title: Senior Machine Learning Engineer Company: ServiceNow Location: Toronto / ca / Remote

The Machine Learning Developer designs, builds, ships, and operates applications whose core behavior is model-driven rather than explicitly authored. The Developer builds the engine behind ServiceNow's optimization products — the algorithms and pipelines that turn sophisticated scheduling and resource-allocation problems into fast, reliable customer outcomes. The work is evolving — where "AI-driven" once meant applying ML techniques to optimization problems, it now also means using AI agents as part of the build process itself. This role expects both: someone who can design an efficient algorithm from scratch, and someone who can specify a problem precisely enough to direct an AI agent to implement part of it, then verify the result is correct. The developer owns the correctness, performance, and robustness of what ships, regardless of whether a human or an agent wrote it.

What you get to do:

• Build Optimization applications. Design, build and operate applications built around advanced optimization models in production at scale. This includes API design, data ingestion, multiprocessing, observability, advanced algorithm development, performance benchmarking, and automated testing.
• Build automated evaluation and test model behaviour. Design and operate the evaluation system that supports development and delivering features with confidence.
• Specify precisely and direct AI coding agents. Convert requirements into testable specifications with explicit scope, constraints, and acceptance criteria; decompose work into agent-sized tasks; and review agent output for correctness and maintainability. Contribute to teams AI-harness helping shape the way agents are leveraged.
• Own quality, safety, and reliability in production. Manage deployments, monitor service availability, implement alerting and respond to customer issues before they even know they have a problem.
• Deliver as a forward deployed engineer. Work closely with customers when the work calls for it. Understanding business requirements and product capabilities to help customers get to value faster and use learnings to influence product roadmap.
• Collaborate across product, design, and engineering. Partner with product managers, designers, conversation designers, and engineers to define success criteria, align on tradeoffs, and communicate capability and risk clearly.

5+ years of related experience with a bachelor's degree in computer science, software engineering, or related technical field. Advanced degrees or certifications (especially in Operations Research) are a bonus.

Software engineering fundamentals. Strong command of OOP, data structures, algorithms, system design, concurrency, parallelism, APIs, data modeling, and testing.

Experience with key Technologies: Experience with Python is strongly preferred; experience in Java, JavaScript, Kubernetes, or GraphQL is a bonus.

Python, MLflow, Weights & Biases, LoRA, PEFT, SageMaker, Vertex AI, AzureML, Kubeflow, Airflow, Prefect, TorchServe, Triton, vLLM, SHAP, LIME, pandas, Spark, SQL

Forward deployed delivery and stakeholder communication. Comfort working directly with customers under incomplete information and fixed timelines, judgment about when a fast local solution is right and when to hold out for the durable one, and credibility communicating capability, limitation, and risk to non-engineers.

Experience with mission critical systems. Demonstrated experience developing reliable and resilient systems.

AI Native Approach. Strong critical thinking and a track record of integrating AI into engineering processes, SDLC, workflows, or decision making.

Domain expertise. Familiarity with Operations Research, Vehicle Routing Problems, Mathematical Optimization, Field Service Management is a plus but not required.

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. 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 law. In 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 recruiter 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.