Staff Machine Learning Quality Engineer

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 Title: Staff QA Engineer in Machine Learning
Location: Santa Clara, CA 

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

What you get to do in this role:

As part of the ServiceNow's Machine Learning Quality Engineering team, work on AI/ML-specific test strategies, and build testing frameworks. Opportunity to learn, work and contribute to the innovative and enterprise grade ServiceNow’s Natural Language Understanding and Artificial Intelligence engine as part of the overall offering.
Experience with instrumentation and performance profiling of systems with large memory requirements and tight response tolerances.

• Take ownership of end-to-end quality deliverables for ML/AI products.
• Act as the voice of quality, collaborating with Product and Development teams to define comprehensive test strategy while establishing and adhering to quality milestones, and execute according to plan.
• Evaluate the quality, accuracy, performance, and safety of AI-generated content produced by LLMs and identify weaknesses
• Create and maintain test automation frameworksPartner with labeling teams to drive data creation processes/validation
• Collect, analyze, and report quality metrics from test execution and create defects based on results patterns.
• Contribute to refining evaluation criteria and methodologies for model assessment to improve AI evaluation frameworks
• Coordinate with engineering organizations in troubleshooting or addressing issues with applications and dev/test environments.
• Stay up to date with latest developments in LLMs and AI ethics to improve evaluation techniques

In order to be successful in this role, we need someone who has:

• 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.
• 8+ years of professional experience in software quality engineering, with a strong focus on AI and machine learning
• Deep, hands-on experience testing machine learning and generative AI systems, including validating model predictions and conducting end-to-end workflow integration testing
• Strong knowledge of synthetic data generation and prompt engineering to support robust model evaluation
• Expert-level understanding of AI principles, including agentic AI, algorithms, models, and responsible AI/ethics
• Proficient in multiple automated testing frameworks such as Java, JUnit, Selenium, TestNG, and other open-source tools
• Proven ability to lead quality efforts within Agile scrum teams, guiding QE engineers and collaborating cross-functionally
• Skilled at diagnosing and resolving complex issues, with a focus on root cause analysis (RCA) and long-term solutions
• Demonstrated ability to implement best practices and coding standards across tools, frameworks, and design patterns
• Fluent in Java and Python, with strong scripting skills for test automation and process optimization
• In-depth experience applying a wide range of testing techniques (unit, integration, performance, automation) and choosing the right one for the task
• Expert user of development tools such as IDEs, debuggers, build tools, source control systems, profilers, and Unix/system admin tools
• Familiar with ServiceNow instances and their integration in quality engineering workflows
• Solid experience working within Agile development environments, ensuring quality is embedded across the SDLC
• Effective at leading technical discussions across teams, bringing a clear understanding of software development life cycle (SDLC) best practices
•  8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.

For positions in this location, we offer a base pay of $163,600 - $286,300, 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.

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. Learn more here. 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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. 

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