Principal Machine Learning Software Engineer

Role Description

The Analytics Intelligence Team is responsible for ServiceNow's Conversational Analytics experience, allowing customers to ask questions about their data in plain language and receive high accuracy results. Initial products include AI Data Explorer and Query Generation. The immediate future involves making these products fully agentic, considering semantic layers, knowledge graphs, data catalogs, and universal context engines.

We're looking for a Principal Engineer to work collaboratively with other architects and help drive the technical direction for conversational analytics. They’ll need to go deep on architecture whilst also being an outstanding verbal and written communicator across engineering, product and leadership. Being able to align competing opinions is a necessary skill.

The right candidate will be hands-on and have a customer mindset, with the ability to rapidly create technical prototypes to demonstrate value. The role will involve coaching other software engineers of all levels, so it’s important they are not only humble but have significant hands-on technical depth.

What you get to do in this 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

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 12+ years building and shipping large-scale, production software systems
• Proficiency in Java, Python, JavaScript, SQL
• AI Native development experience, utilizing coding tools such as Claude Code
• Experience with vector-based retrieval, agentic/tool architectures, universal context engines, data catalogs, knowledge graphs, semantic layers
• Strong focus with customer success metrics, specifically accuracy and associated evaluation frameworks and datasets
• Proven ability to coach other engineers, with the viewpoint of winning and growing as a team
• Exceptional written and verbal communication skills; able to flex between deep technical detail and executive-level framing
• Experience with BI/Analytics Platforms and NLQ
• An understanding of the ServiceNow ecosystem, and how it is intentionally different from other tech stacks

Requirements

• Base pay of $216,100 - $378,200, plus equity (when applicable), variable/incentive compensation and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs