Staff Software Engineer, AI-Native Engineering - Flow
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Job Description
About Team
Flow by ServiceNow is a standalone conversational AI service desk, with its own product and its own codebase. Employees ask for help wherever they already work — Slack, Microsoft Teams, email, or the browser. Flow answers from connected knowledge, handles the request, and runs automations the team publishes. AI is how the product works, and a person stays in control when the action is sensitive.
Flow is a new company inside ServiceNow, reimagining every function from first principles. We hire builders with agency and curiosity who use AI as the default way to design, review, and operate. They challenge inherited ways of working and treat their work as craft.
On AI-Native Engineering, you’ll set technical direction for the systems that make Flow intelligent: the agent runtime, the tool surface a model sees, the prompt and context layers, the retrieval that grounds every answer, and the evaluation discipline that tells us whether a change made the product better. This is a hands-on role with broad influence — you’ll make architectural calls, raise the engineering bar, and help the team move from AI-assisted development to AI-native delivery.
What you’ll do
• Lead the design and delivery of complex, 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 and drive how the team uses AI across the development lifecycle: code generation, test automation, review, triage, and documentation. Agentic coding is central to how this team ships. Measure the impact and share what works.
• 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.
Requirements
Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable