Staff Software Engineer, AI-Native Engineering Flow

About Team

Flow by ServiceNow is a standalone conversational AI service desk with its own product and its own codebase. Employees ask for help wherever they already work Slack Microsoft Teams email or the browser. Flow answers from connected knowledge handles the request and runs automations the team publishes. AI is how the product works and a person stays in control when the action is sensitive. 

Flow is a new company inside ServiceNow reimagining every function from first principles. We hire builders with agency and curiosity who use AI as the default way to design review and operate. They challenge inherited ways of working and treat their work as craft. 

On AI-Native Engineering youll set technical direction for the systems that make Flow intelligent: the agent runtime the tool surface a model sees the prompt and context layers the retrieval that grounds every answer and the evaluation discipline that tells us whether a change made the product better. This is a hands-on role with broad influence youll make architectural calls raise the engineering bar and help the team move from AI-assisted development to AI-native delivery. 

What youll do 

• Lead the design and delivery of complex cross-functional features across the product from architecture through production operations. 
• Build AI-native capabilities: agent loops and the tools they call prompt and context design retrieval that grounds and cites its answers and the eval harnesses that tell us whether a change actually made the product better with reliability and governance built in. 
• Define and drive how the team uses AI across the development lifecycle: code generation test automation review triage and documentation. Agentic coding is central to how this team ships. Measure the impact and share what works. 
• Mentor senior and mid-level engineers and set standards for code quality observability and safe AI usage. 
• Partner with product UX and other engineering leads to turn ambiguous problems into scoped shippable plans. 
• Own production quality for your area including defect triage release readiness and gate reviews. 

Qualifications :

What were looking for 

We dont expect anyone to match every line below. Depth matters more to us than a match on any particular toolchain be excellent in a modern typed stack and quick to pick up a new one. 

• Experience leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This includes current hands-on fluency with AI-assisted and agentic development and an opinion on where those tools help and where they dont. 
• 8 years of software engineering experience with a track record of technical leadership at the staff level or equivalent. 
• Strong proficiency in TypeScript or another statically typed language plus solid system design skills. 
• Hands-on experience building or integrating LLM-based features: prompt design retrieval or context management evaluation and cost/latency tradeoffs. 
• Working knowledge of agentic architectures including tool use orchestration and human-in-the-loop controls. 
• Clear written and verbal communication including the ability to brief senior leaders and align multiple teams. 
• Familiarity with enterprise SaaS multi-tenant systems and secure compliant software delivery. 

Why this role matters 

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 religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by 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 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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Remote Work :

Yes

Employment Type :

Full-time