Staff AI-Native Engineer for Flow Platform

ServiceNow; Waltham (MA); Remote; USD 150,000 - 262,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Job summary

ServiceNow is seeking an experienced software engineer to help shape Flow by ServiceNow, a standalone AI service desk within the company. You will design and deliver complex features that leverage AI to automate workflows and improve reliability across environments.

The role emphasizes architecting agent runtime, prompt design, and retrieval, with a hands-on approach and opportunities to mentor teams and influence engineering standards at scale.

Qualifications

• Hands-on fluency with AI-assisted and agentic development.
• 8+ years of software engineering with staff-level leadership.
• Strong proficiency in TypeScript or a statically typed language.
• Experience building or integrating LLM-based features.
• Knowledge of agentic architectures, tool use, orchestration, and human-in-the-loop controls.
• Clear written and verbal communication skills.
• Familiarity with enterprise SaaS, multi-tenant systems, and secure software delivery.

Responsibilities

• Lead design and delivery of 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 the team’s use of AI across the development lifecycle: code generation, test automation, review, triage, and documentation.
• 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.

Skills

AI integration

Staff engineering

TypeScript

System design

LLM features

Communication

Enterprise SaaS

Job description

ServiceNow is seeking an experienced software engineer to help shape Flow by ServiceNow, a standalone AI service desk within the company. You will design and deliver complex features that leverage AI to automate workflows and improve reliability across environments.

The role emphasizes architecting agent runtime, prompt design, and retrieval, with a hands-on approach and opportunities to mentor teams and influence engineering standards at scale.