Principal Machine Learning Engineer - Agentic AI
Company: ServiceNow
Location: Santa Clara
Posted on: March 22, 2026
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Job Description:
PLATO (Platform Engineering and AI Technology Organization) at
ServiceNow is a customer-focused innovative group building
intelligent software using a variety of technology stacks to enable
end-to-end, industry-leading work experiences for our customers. We
are a group of people deeply invested in the success of our
customers that happen to have expertise and knowledge in advanced
technologies and software engineering best practices. We are data
driven, structured, committed and we enjoy what we are doing. We
prioritize robustness, performance and user experience over the
technology stack and tools. This role requires a Principal ML
Engineer with proven expertise in Agentic AI Design to lead the
development of autonomous AI systems and multi-agent workflows. You
will architect and implement sophisticated agentic solutions that
can reason, plan, and execute complex tasks with minimal human
intervention. Your experience designing agent frameworks,
orchestration patterns, and tool-use capabilities will be critical
as we scale our agentic AI offerings across the ServiceNow
Platform. You will drive architectural decisions for agent systems,
establish best practices for agentic workflows, ensure AI safety
and reliability, and build the technical foundation that enables
hundreds of AI agents to operate securely and effectively in
enterprise environments. 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 get to do in this role: •
Design and architect multi-agent systems with sophisticated
reasoning, planning, and tool-use capabilities • Build agent
orchestration frameworks that coordinate multiple specialized
agents to solve complex enterprise workflows • Develop agentic
patterns including ReAct, Chain-of-Thought, Tree-of-Thoughts, and
self-reflection mechanisms • Implement robust agent memory systems,
context management, and state persistence for long-running agentic
workflows • Create evaluation frameworks and safety guardrails
specifically for autonomous agent behavior • Build the best
cloud-based agentic AI/ML solutions to power intelligent,
autonomous enterprise services • Collaborate daily with a team of
like-minded developers, product managers and quality engineers to
produce quality agent-based software • Work with product owners to
understand detailed requirements and own your code from design,
implementation, testing and delivery of high-quality agentic
solutions to our users • Develop adversarial testing strategies for
agent systems and implement safety mechanisms to prevent harmful
agent behaviors • Ensure secure agent deployment with proper
sandboxing, permission management, and audit capabilities • Ensure
compliance with emerging AI safety regulations for autonomous
systems (e.g., EU AI Act, NIST AI Risk Management Framework) •
Deliver MVP and production agent systems rapidly leveraging working
experience with the ServiceNow Platform • Make architectural
trade-off decisions for agent systems that reduce rework and
technical debt Qualifications To be successful in this role you
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
AIs potential impact on the function or industry. • Proficient in
prompt engineering and developing LLM based features • Proven
experience designing and implementing agentic AI systems with
autonomous reasoning and planning capabilities • Deep expertise in
agent architectures including tool-use patterns, function calling,
and multi-agent orchestration • Experience building agent
frameworks with memory systems, context windows, and state
management • Hands-on experience implementing agentic patterns:
ReAct, ReWOO, Plan-and-Execute, Reflection, and multi-agent
collaboration • Strong background in prompt engineering for agent
systems, including system prompts, few-shot learning, and
chain-of-thought prompting • Experience with methods of training
and fine-tuning large language models, such as distillation,
supervised fine-tunning and policy optimization • Experience in
using AI productivity tools such as Cursor, Windsurf, etc •
Demonstrate technical leadership: experience in developing
architecture and owned complex systems • Expertise in Python, GO,
OOP, Design Patterns, time and space-efficient algorithms •
Experience building prototypes, proof of concepts to prove ideas
and working with engineering teams to productionize them •
Expertise in coding efficiently, object-oriented, modularized and
quality software • Knowledge of core AI/ML techniques and
algorithms • Knowledge of unit testing, profiling, and code tuning
• Experience with Kubernetes and container technologies. For
positions in this location, we offer a base pay of $236,000 -
$413,000, plus equity (when applicable), variable/incentive
compensation and benefits. Sales positions generally offer a
competitive On Target Earnings (OTE) incentive compensation
structure. Please note that the base pay shown is a guideline, and
individual total compensation will vary based on factors such as
qualifications, skill level, competencies, and work location. We
also offer health plans, including flexible spending accounts, a
401(k) Plan with company match, ESPP, matching donations, a
flexible time away plan and family leave programs. Compensation is
based on the geographic location in which the role is located and
is subject to change based on work location.
Keywords: ServiceNow, Antioch , Principal Machine Learning Engineer - Agentic AI, IT / Software / Systems , Santa Clara, California
