Senior Staff Forward Deployed Engineer - Flow

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About Flow by ServiceNow

Flow is a product and a new business unit in ServiceNow staffed by a team of 0-1 builders. We’re creating Flow, an AI-native conversational experience for natural language automation and enterprise service management. Flow is built on a new tech stack with new ways of working. We challenge established practices and are defining a new product and GTM playbook for ServiceNow. Flow puts what we build in front of the largest possible audience. You’ll have real ownership of the work, the freedom to move fast, and the resources of a global technology leader behind you. If you have a point of view on building and want to start from the beginning again, we want to talk to you, wherever you are.

Plenty of people can ship an AI prototype this year. Few get to build a product that runs enterprise work at global scale. Join us.

Job Description

We are hiring a Senior Staff Forward Deployed Solutions Engineer to be the most senior technical authority for Flow customers, guiding strategic and enterprise accounts from first demo and trial to long-term, expanding success. You will lead the hardest customer deployments, architect solutions that go beyond what the product does today, and turn what you learn in the field into product strategy. You will also raise the bar for the entire forward deployed team by setting technical standards, building repeatable playbooks, and mentoring other engineers. The role combines deep technical implementation, strategic customer partnership, and cross-functional leadership.

Ready to turn “we’re stuck” into “we’re live” for the most complex enterprise environments? You will own outcomes across multiple strategic customers, influence the Flow roadmap, and define how ServiceNow deploys AI-native products in the field.

What You Will Do

Technical Solutions and Architecture

• 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 with Flow’s natural-language builder across tools such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
• Design knowledge and retrieval strategies across document sources such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base, so the AI returns accurate, sourced answers at enterprise scale.
• Solve problems the product does not yet handle by designing and documenting scalable workarounds, and convert them into reusable patterns, reference architectures, and product capabilities.
• Lead proof-of-concept and strategic evaluation efforts, partnering with sales and executive stakeholders to demonstrate value and win competitive engagements.

Customer Success and Strategic Adoption

• Define and continuously improve the onboarding and implementation motion so new customers set up and enable Flow in a few hours and reach production in one day.
• Act as a trusted advisor to customer IT directors and executives, aligning Flow with their 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 expansion from an initial use case to a full self-service service desk.
• Own multi-account health and adoption outcomes, identifying risks early and driving executive-level resolution when needed.

Product Influence and Technical Leadership

• Translate patterns across customers into clear product requirements and strategy, and partner with product management and engineering to prioritize and shepherd them through delivery.
• Serve as the voice of the customer in roadmap, architecture, and go-to-market discussions, shaping 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 solutions engineers at IC3 and IC4 levels and act as an escalation point for the most difficult issues.

Support and Reliability

• Serve as the final technical escalation for critical customer issues such as API timeouts, sync errors, payment-related questions, and failed automations, and drive them from diagnosis to durable resolution.
• Reproduce bugs, isolate root causes, and work directly with core engineers to resolve them, including systemic issues affecting multiple customers.
• Use Flow health, audit, and activity logs to diagnose complex issues, identify outages, and define monitoring and triage practices that improve reliability for all customers.

Qualifications

• 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 at depth.
• Expert knowledge of single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID, and of 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.
• Proven ability to communicate and influence from system administrators and security engineers to IT directors and executives.
• Demonstrated ability to connect customer outcomes to broader IT and operations strategy and to ServiceNow’s plans.
• Track record of technical leadership and mentorship, and of influencing product direction and cross-functional teams without direct authority.

Preferred 

• 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.

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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