Company Description

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 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.

What you get to do in this role:

The AI Evaluation & Observability team, part of the Platform and AI organization, is focused on building a scalable, reliable platform for supporting evaluating of Gen AI applications supported on the ServiceNow platform.

A consistent and effective evaluation solution helps build confidence and trust in the solution, improves clarity on how the application will respond to a range of inputs and insights into how to iterate on the feature.

As a Director for AI Evaluation team, you will lead the teams responsible for building and productionizing our metrics, associated datasets and drive decision making for internal and customer facing use cases. This includes everything from the initial exploration to fine-tuning to rigorous evaluation and deployment. Your leadership will be critical in developing state-of-the-art techniques that push the boundaries of what our platform can do.

This is a fast-growing, high-impact role where you will:

• Lead and scale a team of talented researchers, applied researchers and machine learning engineers.
• Define the strategy and roadmap for model evaluation, ensuring we deliver high-quality, performant, and reliable applications.
• Drive innovation in various ML techniques, including developing auto prompt optimizations, automated dataset curation among others.
• Establish best practices for model evaluation, including creating robust benchmarks, metrics, and frameworks to ensure model quality and integrity.
• Collaborate with cross-functional teams across product, engineering, and research to translate business needs into technical requirements and deliver impactful solutions.
• Stay ahead of the curve by researching and implementing the latest advancements in large language models and AI research.

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 AI’s potential impact on the function or industry.
• Extensive experience in leading and managing high-performing machine learning or AI teams, with a focus on model training and evaluation.
• Deep technical expertise in modern machine learning and deep learning, including a strong understanding of LLM architectures, and evaluation methodologies.
• Proven track record of building and deploying production-level AI models at scale.
• Strong leadership and management skills with the ability to inspire and grow a world-class team, with extensive experience managing large organizations of 50 or more engineers and researchers.
• Excellent communication and collaboration skills to work effectively with stakeholders at all levels, from technical teams to senior executives.
• Hands-on experience with major deep learning frameworks like PyTorch or TensorFlow
• A Ph.D. or Master's degree in Computer Science, Machine Learning, or a related field is a plus.

JV20

For positions in this location, we offer a base pay of $217,500 - $380,700, 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.

Additional Information

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. 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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