Staff Software Engineer, AI-Native Engineering - Flow

ServiceNow•Waltham, MA

4h•$149,800 - $262,200

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 uses connected knowledge to answer questions, handle requests, and run published automations, while keeping a person in control of sensitive actions. As a Staff Software Engineer on AI-Native Engineering, you will set technical direction for the systems that make Flow intelligent, including its agent runtime, model-facing tools, prompt and context layers, retrieval, and evaluation practices. 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. The role leads complex, cross-functional product work from architecture through production operations, while building reliable and governed AI capabilities. It also defines how AI is used across the development lifecycle and owns production quality for the engineer’s area. The position is part of Flow, a new company within ServiceNow focused on rethinking its functions from first principles. For positions in the stated location, the base pay range is $149,800–$262,200, plus equity when applicable, variable or incentive compensation, and benefits. Actual total compensation varies based on qualifications, skills, competencies, and work location. Compensation is based on geographic location and may change based on work location. The role is listed with a flexible or remote work persona; eligibility depends on the nature of the work and assigned location.

Requirements

Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving.
Current hands-on fluency with AI-assisted and agentic development, including an informed perspective on where these tools are and are not useful.
At least 8 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, 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.

Nice To Haves

Experience with any particular toolchain is not required; the posting emphasizes depth in a modern typed stack and the ability to learn new stacks quickly.

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 team’s use of AI across code generation, test automation, code review, triage, and documentation; measure impact and share effective practices.
Mentor senior and mid-level engineers and establish 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.