ServiceNow · 11 hours ago
Principal Machine Learning Engineer, GAI Search Relevance - Ranking - Moveworks
Mountain View, CA
Full-time
Onsite
Lead/Staff
8+ years expServiceNow is a global market leader in AI-enhanced technology, empowering organizations to work smarter and faster. The Principal Machine Learning Engineer will lead the technical vision and architecture of the GenAI Search Platform, focusing on advanced search capabilities and ensuring the platform's scalability, security, and performance.
Artificial Intelligence (AI)Enterprise SoftwareCloud ComputingSaaSAgentic AIBusiness Process Automation (BPA)Cloud ManagementRobotic Process Automation (RPA)
Responsibilities
Define and evolve the long-term architecture of our GenAI search platform, balancing classical information retrieval techniques with LLM-driven retrieval-augmented generation (RAG) systems
Architect scalable abstractions and frameworks that enable multiple teams (ranking, product, ML) to safely and independently build on top of the platform
Establish durable design principles for performance, enterprise readiness, extensibility, and observability
Lead the development of advanced conversational search systems, including multi-turn, multi-hop, and agentic workflows
Define architectural patterns for integrating LLMs into search systems in a secure, cost-efficient, and production-grade manner
Ensure the platform can support rapid experimentation while enforcing guarantees around security, privacy, and compliance in enterprise environments
Establish systematic evaluation methodologies and metrics for search and generative systems, including LLM-assisted evaluation frameworks
Lead the definition of quality standards for ranking, retrieval accuracy, hallucination mitigation, and user trust
Champion performance optimization, scalability, and operational excellence across the platform
Influence product and engineering roadmaps to align with platform strategy and long-term scalability goals
Serve as a technical advisor across teams, ensuring architectural coherence and reducing fragmentation
Drive high-leverage initiatives that unlock velocity for multiple product teams
Mentor and elevate senior and staff engineers
Shape hiring strategy and help close top technical talent
Raise the bar for engineering excellence, documentation, design rigor, and code quality across the organization
Qualification
Required
8+ years of engineering experience, with a track record of leading large-scale technical initiatives across teams
Demonstrated experience operating at Staff/Principal scope, driving architecture and influencing technical direction beyond a single team
Deep expertise in search systems, information retrieval, ranking, recommendation systems, or large-scale question-answering platforms
Strong background in text processing, natural language understanding, and/or applied machine learning
Experience designing distributed systems that operate at enterprise scale with high reliability and performance requirements
A systems thinker who balances innovation with pragmatism in production environments
Preferred
Experience with large language models, retrieval-augmented generation (RAG), or agent-based architectures
Experience productionizing LLM systems with attention to cost, latency, evaluation, and safety
Strong Python experience, particularly contributing to platform-level libraries or shared infrastructure
Familiarity with Golang or other backend systems languages
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Morningstar.com
2026-02-09
2026-02-09
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