Tackle real-world problems in document understanding and enterprise workflows by applying AI/ML expertise and GenAI intuition to identify and adapt the best existing models and techniques for ServiceNow
Requirements
- 3+ years of experience in applied machine learning or AI research, ideally with exposure to GenAI, document intelligence, or NLP at scale.
- Experience working with or adapting large foundation models (e.g., LLMs, vision-language models), with a focus on prompting, orchestration, evaluation, and task-specific adaptation (fine-tuning experience is not required).
- Working knowledge of JavaScript, especially in the context of enterprise platform development.
- Proficiency in Python and familiarity with modern ML frameworks such as PyTorch, along with tools like Hugging Face, LangChain, or similar orchestration frameworks.
- Strong understanding of document AI, including techniques for text extraction, layout-aware processing, entity linking, and semantic retrieval.
- Ability to design evaluation pipelines, create high-quality benchmarks, and define metrics for relevance, grounding, hallucination, and other model behaviors.
- Familiarity with Glide and JavaScript development within the ServiceNow platform.
Responsibilities
- Tackle real-world problems in document understanding and enterprise workflows by applying your AI/ML expertise and GenAI intuition to identify and adapt the best existing models and techniques.
- Conduct applied research and build prototypes to evaluate the effectiveness of large language models, multimodal models, and document intelligence systems on complex enterprise tasks.
- Contribute to the design and development of the Document Intelligence Platform—a foundational capability enabling intelligent workflows across ServiceNow.
- Investigate techniques such as information extraction, document layout understanding, OCR post-processing, grounding, and retrieval-augmented generation (RAG).
- Leverage your understanding of the ServiceNow Agentic Framework to integrate GenAI capabilities into intelligent enterprise workflows.
- Apply your familiarity with Glide, Java, and JavaScript development on the ServiceNow platform to prototype and productionize solutions effectively.
- Own your work from ideation to experimentation and handoff for productionization, with a focus on impactful and explainable outcomes.
Other
- Clear communicator and collaborative team player, able to work closely with cross-functional stakeholders.
- Passion for innovation and staying current with the state of the art in AI and machine learning.
- Strong problem-solving skills and comfort working with ambiguous or noisy enterprise data.
- 3+ years of experience in applied machine learning or AI research
- Ability to work with flexibility and trust in a distributed world of work
