Senior Staff Forward Deployed Engineer - Flow
ServiceNow2 days ago
Base Salary
$172k - $301k/yr
Responsibilities
- Lead technical design and delivery for strategic enterprise deployments, including SSO, identity architecture, multi-system integrations, and security and compliance reviews.
- Architect and build production-grade automations and workflows across enterprise collaboration, service management, and business tools.
- Design knowledge and retrieval strategies across enterprise document sources to support accurate, sourced AI answers.
- Create scalable workarounds, reusable patterns, reference architectures, and product capability recommendations for unsupported use cases.
- Lead proofs of concept, strategic evaluations, onboarding, implementation, adoption, and expansion across multiple customer accounts.
- Advise customer IT directors and executives and connect Flow adoption to broader IT and operations strategies.
- Translate customer patterns into product requirements and influence roadmap, architecture, packaging, pricing, and go-to-market decisions.
- Establish technical standards, playbooks, and tooling for the forward deployed function and mentor IC3 and IC4 solutions engineers.
- Serve as the final technical escalation for failed automations, synchronization issues, API timeouts, payment-related questions, bugs, and reliability problems.
- Use health, audit, and activity logs to diagnose issues, identify outages, and improve monitoring and triage practices.
Requirements
- 10+ years of experience in customer-facing technical roles such as forward deployed, solutions, or implementation engineering in enterprise software.
- Experience leading strategic, multi-system enterprise deployments.
- Deep hands-on experience with REST APIs, scripting, automations, webhooks, integration architecture, and debugging.
- Expert knowledge of SSO and identity architectures, including SAML, OAuth, Okta, and Entra ID.
- Experience with enterprise security and compliance requirements and platforms such as ServiceNow, Jira, Slack, or Microsoft Teams.
- Strong understanding of AI and workflow automation, including prompt design, retrieval-augmented approaches, and evaluating AI answer quality and accuracy.
- Ability to communicate with and influence system administrators, security engineers, IT directors, executives, product managers, and engineers.
- Demonstrated technical leadership, mentorship, cross-functional influence, and ability to shape product direction without direct authority.
- Preferred experience includes service desk offerings, AI-native or cloud-native enterprise products, product-led growth, consumption-priced software, and building onboarding, implementation, playbook, or forward deployed functions from scratch.
Benefits
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- Flexible or remote work persona; the position is a regular employee role in North America and Canada.
Categories
Forward Deployed
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.