Senior Staff Software Engineer, AI-Native Engineering - Flow

ServiceNow•San Diego, CA

4h•$171,900 - $300,800

About The Position

Flow by ServiceNow is a standalone conversational AI service desk with its own product and codebase. Employees can ask for help through Slack, Microsoft Teams, email, or a browser. Flow answers using connected knowledge, handles requests, and runs published automations, with people remaining in control of sensitive actions. The Senior Staff Software Engineer on AI-Native Engineering will set technical direction for the 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, involving architectural decisions, raising engineering standards, and helping the team advance from AI-assisted development to AI-native delivery. The role leads complex product features from architecture through production operations; builds reliable, governed AI-native capabilities; establishes how AI is used throughout the development lifecycle; mentors engineers; collaborates with product, UX, and engineering leads; and owns production quality for the assigned area. ServiceNow describes Flow as a new company inside ServiceNow that is reimagining its functions from first principles.

Requirements

Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving, including current hands-on fluency with AI-assisted and agentic development.
At least 8 years of software engineering experience, with a record of technical leadership at 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, 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, retrieval that grounds and cites answers, and evaluation harnesses, with reliability and governance built in.
Define and drive the team’s use of AI across 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 other 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.