Senior Staff Forward Deployed Engineer - Flow

ServiceNow•Deerfield, IL

3h•$171,900 - $300,800

About The Position

Flow is a product and new business unit at ServiceNow, staffed by a team of 0-1 builders. The team is creating an AI-native conversational experience for natural-language automation and enterprise service management, using a new technology stack and defining a new product and go-to-market playbook. The role offers ownership, freedom to move quickly, and the resources of a global technology leader. The Senior Staff Forward Deployed Solutions Engineer is the senior technical authority for Flow customers, guiding strategic and enterprise accounts from initial demonstrations and trials through long-term adoption and expansion. The role leads complex customer deployments, architects solutions that extend beyond current product capabilities, and translates customer experience into product strategy. It also sets technical standards, creates repeatable playbooks, and mentors other engineers. The position combines hands-on technical implementation, strategic customer partnership, and cross-functional leadership. The role owns outcomes across multiple strategic customers, influences the Flow roadmap, and helps define how ServiceNow deploys AI-native products in the field. Compensation includes a base pay range of $171,900–$300,800, plus equity when applicable, variable or incentive compensation, and benefits. Actual total compensation varies based on qualifications, skills, competencies, and work location.

Requirements

10+ years in customer-facing technical roles such as forward deployed, solutions, or implementation engineering in enterprise software, including experience leading strategic, multi-system deployments.
Deep hands-on experience with REST APIs, scripting, automations, and webhooks, with the ability to design integration architectures and debug them in depth.
Expert knowledge of single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID, as well as enterprise security and compliance requirements.
Extensive experience with enterprise service management or collaboration platforms such as ServiceNow, Jira, Slack, or Microsoft Teams.
Strong understanding of AI and workflow automation, including prompt design, retrieval-augmented approaches, and evaluating the quality and accuracy of AI answers.
Ability to communicate with and influence audiences ranging from system administrators and security engineers to IT directors and executives.
Ability to connect customer outcomes to broader IT and operations strategy and ServiceNow’s plans.
Track record of technical leadership and mentorship, and of influencing product direction and cross-functional teams without direct authority.

Nice To Haves

Experience with service desk offerings.
Experience with AI-native or cloud-native enterprise products.
Background in product-led growth or consumption-priced software.
Experience building an onboarding or implementation motion, playbooks, or a forward deployed function from scratch; startup experience is helpful but not required.

Responsibilities

Lead technical design and delivery for strategic enterprise deployments, including SSO and identity architecture, multi-system integrations, and security and compliance reviews with customer IT and security leadership.
Architect and build complex, production-grade automations and workflows using Flow’s natural-language builder and integrations such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
Design knowledge and retrieval strategies across sources such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base to support accurate, sourced answers at enterprise scale.
Develop and document scalable workarounds for product gaps and convert them into reusable patterns, reference architectures, and product capabilities.
Lead proof-of-concept and strategic evaluation efforts with sales and executive stakeholders to demonstrate value and win competitive engagements.
Define and improve onboarding and implementation so customers can set up and enable Flow in a few hours and reach production in one day.
Advise customer IT directors and executives, aligning Flow with broader IT and operations strategy and ServiceNow’s plans.
Use Flow analytics on usage, conversation allowances, and automation results to build business cases, demonstrate value, and drive customer expansion.
Own health and adoption outcomes across multiple accounts, identify risks early, and drive executive-level resolution when needed.
Translate patterns across customers into product requirements and strategy, partnering with product management and engineering to prioritize and deliver them.
Represent the customer in roadmap, architecture, and go-to-market discussions, influencing how Flow is positioned, packaged, and priced.
Establish technical standards, playbooks, and tooling for the forward deployed function and scale them across teams.
Mentor and coach IC3 and IC4 solutions engineers and serve as an escalation point for difficult issues.
Serve as the final technical escalation for critical customer issues, including API timeouts, sync errors, payment-related questions, and failed automations, driving diagnosis through durable resolution.
Reproduce bugs, isolate root causes, and work with core engineers to resolve them, including systemic issues affecting multiple customers.
Use Flow health, audit, and activity logs to diagnose complex issues and outages, and define monitoring and triage practices that improve reliability.