About this role

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

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.

Flow runs on infrastructure this team owns end to end. You’ll own the AWS platform, the delivery pipeline that puts code on it, the durable-execution plane that runs customer automations in isolation, and the operational surface of an AI runtime — including what it costs and whether it is getting better.

What you get to do in this role

- Own the AWS platform Flow runs on — containerized services, managed PostgreSQL, and an isolated execution plane for customer workloads — all defined as infrastructure as code.
- Own delivery end to end: the CI verification pipeline, release promotion, and gated rollouts with migrations, smoke verification and automatic rollback.
- Operate the production database: schema migrations, capacity planning, replication, backups and recovery.
- Write and test infrastructure, delivery and operational code in TypeScript, held to the same review and testing bar as product code.
- Own the security gates in the delivery pipeline and the least-privilege access that deploys run under.
- Operate the AI runtime: model routing and failover, credential management, cost attribution, and the eval pipelines that gate changes.
- Carry on-call with the rest of the team, and shape the SLOs and error budgets that come with scale.
- Contribute to the design and implementation of new products and features while also enhancing the existing product suite.
- Be a mentor for colleagues and help promote knowledge-sharing.

Qualifications

We don’t expect anyone to match every line below. If most of it describes you, we’d like to hear from you.

- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
- Current, hands-on fluency with AI-assisted and agentic development. We expect you to work this way.
- Experience leveraging AI/ML in engineering and quality processes (e.g., automated testing, AI-driven insights, intelligent monitoring).
- 12+ years of experience in DevOps, platform or infrastructure engineering, with a track record of delivering high-quality products.
- Deep AWS experience, operating production platforms at scale.
- Strong proficiency in TypeScript.
- Infrastructure as code in a general-purpose language — AWS CDK, Pulumi or similar.
- Experience running containerized services in production.
- Experience with software development lifecycle (SDLC) and automation — implementing automation, testing strategies, and CI/CD practices across delivery stages using GitHub for version control and GitHub Actions for automated build, test, and deployment workflows.
- Experience with PostgreSQL database management.
- Experience with AI/ML microservice integration.
- Experience operating inside an enterprise cloud-governance regime — service control policies, mandated naming and tagging, restricted IAM, region allowlists — and delivering within them.

Why join us

Flow is early enough that the platform’s patterns are still being set, and one engineer’s decisions carry. You’ll mature the delivery, reliability and cost practices a fast-growing AI product needs, inside a real enterprise governance regime — with ServiceNow’s customers, scrutiny and scale behind you.

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 [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.