Job Location: Santa Clara, CA
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
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About Digital Technology
We’re not yesterday’s IT department, we’re Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.
Job Description
What you get to do in this role:
ServiceNow is looking for a Machine Learning Senior Manager with substantial experience in a data science related discipline, preferably NLU/NLP, Virtual Agents, or other personalization methods. We are looking for someone to extend our already highly impactful teams with industry experience and a unique perspective.
As ML Senior Manager you will be responsible for creating products and features improving our customers’ experience using our data, with a strong focus on driving value of our platform experience. You will work with the data scientists, designers and developers in the Front-end Team to constantly find and test improvements with high commercial impact. Candidates must have a strong commercial focus, a solid background in statistics, data science and managerial experience with machine learning and NLU as the platform driver.
You will work with our machine learning modelers and engineers to innovate and build new models and systems, improve, and enhance existing ML systems as well as discover new opportunities to apply machine learning to solve critical problems.
Key responsibilities:
- You are a leader and strong people manager looking to serve the team and achieve team goals.
- You have prior experience as an NLP modeler/scientist/researcher and are familiar with the workflow and motivations of machine learning modelers and engineers.
- You are a coach who hires, develops, and retains exceptional ML Talent.
- You are up to date with recent developments in the ML field and are familiar with current trends in the wider ML community and preferably in Natural Language Processing.
- You have proven execution track record that is customer-centric in prioritization – looking to deliver projects that serve the company’s needs and understand the impact.
- You are a good communicator with clear and concise, active listening and empathy skills.
- You collaborate well with teams with different backgrounds / expertise / functions.
- You bring a strong perspective that motivates engineers to develop simple, pragmatic solutions to complex problems.
- You have the technical experience to win respect from ML modelers and engineers and NLP experts and are comfortable diving into the fray to help drive resolution.
Qualifications
To be successful in this role, the ideal candidate has:
- Previously managed a team of machine learning modelers or engineers and have been responsible for their career growth.
- 5+ years of experience as a hands-on expert-level practitioner of Virtual Agent/Natural Language Processing. Experience in modeling in Natural Language Processing is a must.
- Experience driving impact through cross-functional leadership.
- Exceptional written and verbal communication skills.
- You have a get stuff done attitude, have great positive energy, and thrive in a fast-paced environment.
- You are passionate about technology and can keep up with the latest developments.
- You have a respectful, collaborative approach that earns the trust of your peers and stakeholders.
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Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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