Software Engineer – ServiceNow Now Assist, Virtual Agent & AI Search

Blue Yonder; San Pedro Garza García; A distancia; MXN 1.631.321 - 2.175.094; Jornada completa

Descripción de la vacante

A leading software company is looking for a Lead Software Engineer to enhance GenAI powered experiences on the ServiceNow platform. This role involves configuring and optimizing AI capabilities for ITSM and HRSD, ensuring responsible use and effective metrics. Ideal candidates should have over 6 years of experience with ServiceNow, strong development skills, and hands-on knowledge of Virtual Agent. This remote position offers a dynamic and innovative work environment.

Formación

• 6+ years of ServiceNow development and platform experience.
• Hands-on experience with Virtual Agent and conversational workflows.
• Experience enabling or supporting Now Assist capabilities.

Responsabilidades

• Enable and configure Now Assist for ITSM.
• Implement AI Search capabilities associated with Now Assist.
• Design and build Virtual Agent conversational experiences.
• Provide L3 support for AI enabled workflows.

Conocimientos

ServiceNow development

Virtual Agent

JavaScript

Glide API

Flow Designer

Descripción del empleo

Lead Software Engineer – ServiceNow Now Assist, Virtual Agent & AI Search
Location: Monterrey (Remote)
Department: Information Technology Group (ITG)
Reports To: ServiceNow Platform Leadership

Job Summary

The Lead Software Engineer – ServiceNow Now Assist, Virtual Agent & AI Search is responsible for enabling and scaling GenAI powered experiences on the ServiceNow platform. This role operationalizes Now Assist for ITSM, Now Assist for HRSD, AI Search, and Virtual Agent, ensuring responsible usage, licensing awareness, and measurable business value.

Key Responsibilities

• Enable and configure Now Assist for ITSM, including skill activation, access controls, and phased rollout.
• Enable and configure Now Assist for HR Service Delivery (HRSD) to support AI assisted HR case handling and responses.
• Implement and support AI Search capabilities associated with Now Assist, aligned to licensing and indexing constraints.
• Design, build, and optimize Virtual Agent conversational experiences for IT and HR use cases.
• Enable and train NLU intents, understanding that NLU is distinct from Now Assist.
• Manage Now Assist configuration via the admin console, tracking assists consumption across environments.
• Partner with stakeholders to identify true AI use cases vs standard automation.
• Define success metrics such as adoption, deflection, productivity gains, and user satisfaction.
• Provide L3 support and continuous optimization for AI enabled workflows.

Required Qualifications

• 6+ years of ServiceNow development and platform experience.
• Hands‑on experience with Virtual Agent and conversational workflows.
• Experience enabling or supporting Now Assist capabilities.
• Strong ServiceNow development skills (JavaScript, Glide API, Flow Designer).

Preferred Qualifications

• Experience with Now Assist for ITSM and/or HRSD.
• Experience with AI Search and enterprise search readiness.
• Experience with knowledge management and self‑service optimization.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.