Senior Staff Software Engineer, AI-Native Engineering - Flow

ServiceNow • Addison, TX

4h

About The Position

Flow by ServiceNow is a standalone conversational AI service desk with its own product and codebase. Employees can request help through Slack, Microsoft Teams, email, or a browser. Flow uses connected knowledge to answer questions, handle requests, and run published automations, while keeping a person in control of sensitive actions.

As a Senior Staff Software Engineer on AI-Native Engineering, you will set technical direction for systems that make Flow intelligent, including the agent runtime, model-facing tools, prompt and context layers, retrieval, and evaluation. This is a hands-on role with broad influence: you will make architectural decisions, raise engineering standards, and help the team progress from AI-assisted development to AI-native delivery.

You will lead complex product work from architecture through production operations, build reliable and governed AI capabilities, shape the team's use of AI throughout the development lifecycle, mentor engineers, and collaborate across product, UX, and engineering. You will own production quality for your area, including triage, release readiness, and gate reviews.

Requirements

• Experience leveraging AI or critically considering how to integrate it into work processes, decision-making, or problem-solving, including current hands-on fluency with AI-assisted and agentic development and an informed view of their strengths and limitations.
• 12 or more years of software engineering experience, with a track record of technical leadership at staff level or equivalent.
• Strong proficiency in TypeScript or another statically typed language and solid system design skills.
• Hands-on experience building or integrating LLM-based features, including 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.

Responsibilities

• Lead the design and delivery of complex, cross-functional product features from architecture through production operations.
• Build AI-native capabilities, including agent loops and tools, prompt and context design, grounded and cited retrieval, and evaluation harnesses, with reliability and governance built in.
• Define and drive the use of AI across the development lifecycle, including code generation, test automation, review, triage, and documentation; measure impact and share effective practices.
• Mentor senior and mid-level engineers and set standards for code quality, observability, and safe AI usage.
• Partner with product, UX, and engineering leads to turn ambiguous problems into scoped, shippable plans.
• Own production quality for the assigned area, including defect triage, release readiness, and gate reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed