Senior Forward Deployed Engineer – Flow

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.

We are hiring a hands-on Senior Forward Deployed Solutions Engineer who serves as the technical champion for customers, guiding them from their first demo and trial to long-term success with Flow. You will demonstrate the product, answer technical questions, set up and enable Flow, and help customers build automations and integrations through AI-assisted, natural-language development. You will solve problems the product does not yet handle and translate customer needs into clear requirements that help product managers prioritize what to build next. The role combines technical implementation, customer success, and support.

Ready to be the person who turns “we’re stuck” into “we’re live”? We’re looking for a hybrid problem-solver who helps trial customers and enterprise IT teams unlock the full power of Flow. You will own complex customer problems end to end, and your work will shape what Flow does next.

Technical Solutions

• Work with customer IT and security teams to configure SSO and integrations with tools such as Okta, Microsoft Teams, Slack, and ServiceNow.
• Build, test, and launch automations with Flow’s natural-language builder, connecting to tools such as Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
• Connect document sources such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base so the AI returns accurate, sourced answers.
• Solve complex customer requirements outside the standard product, document effective workarounds, and turn customer learnings into clear product requirements that you help refine and shepherd through delivery.
• Build proof-of-concept solutions and workflows for strategic evaluations.

Customer Success and Adoption

• Guide new customers through a structured onboarding path, setting up and enabling Flow in a few hours so they can reach a live production deployment in one day.
• Monitor usage, conversation allowances, and automation results in Flow analytics, using the data to demonstrate value and identify new automation opportunities.
• Identify opportunities to expand Flow from an initial use case into a broader self-service service desk.
• Translate customer pain points and requests into clear product requirements, then partner with product and engineering to refine and shepherd them through delivery.

Support and Reliability

• Own first-line triage for trial and enterprise customers, answering technical questions and escalating issues when deeper product or engineering support is needed.
• Be the go-to person when customers encounter API timeouts, sync errors, payment-related questions, or failed automations, and drive issues from initial diagnosis through resolution.
• Reproduce bugs, isolate root causes, and work directly with core engineers to resolve them.
• Monitor health, audit, and activity logs to identify outages or issues that prevent customers from using Flow fully.
• Use Flow audit and activity logs to diagnose complex customer issues, confirm what happened, and drive the issue to resolution.

Qualifications

• 4+ years in a customer-facing technical role, such as forward deployed, solutions, or implementation engineering, in enterprise software.
• Hands-on experience with REST APIs, scripting, automations, and webhooks, with comfort testing them using tools such as Postman or cURL.
• Working knowledge of single sign-on and identity providers, including SAML, OAuth, Okta, and Entra ID.
• Experience with enterprise service management or collaboration tools such as ServiceNow, Jira, Slack, or Microsoft Teams.
• Familiarity with AI and workflow automation, including prompt design and how AI systems retrieve information from documents.
• Communicate clearly with stakeholders from IT directors to system administrators and security engineers.
• See how Flow fits into a customer’s broader IT and operations strategy and ServiceNow’s plans.
• Demonstrated ability to take ownership of customer outcomes while partnering effectively across product, engineering, support, and customer teams.

Preferred Qualifications

• 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 from scratch; startup experience is helpful but not required.

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 [email protected] 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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