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

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

Location: Monterrey (Remote)
Department:Information Technology Group (ITG)
Reports To:ServiceNow Platform Leadership

Job Summary

TheLeadSoftware Engineer – ServiceNow Now Assist, Virtual Agent & AI Searchis responsible forenabling and scalingGenAIpowered experienceson the ServiceNow platform. This role operationalizesNow Assist for ITSM,Now Assist for HRSD,AI Search, andVirtual Agent, ensuring responsible usage, licensing awareness, and measurable business value.

Key Responsibilities

• Enable and configureNow Assist for ITSM, including skill activation, access controls, and phased rollout.

• Enable and configureNow Assist for HR Service Delivery (HRSD)to support AIassistedHR case handling and responses.

• Implement and supportAI Searchcapabilities associated with Now Assist, aligned to licensing and indexing constraints.

• Design, build, andoptimizeVirtualAgentconversational experiences for IT and HR use cases.

• Enable and trainNLU intents, understanding that NLU is distinct from Now Assist.

• Manage Now Assist configuration via theadminconsole,tracking assists consumption across environments.

• Partner with stakeholders toidentifytrue AI use casesvs standard automation.

• Define success metrics such asadoption, deflection, productivity gains, and user satisfaction.

• Provide L3 support and continuous optimization forAIenabledworkflows.

Required Qualifications

• 6+ years of ServiceNow development and platform experience.

• Handson experience withVirtual Agentand conversational workflows.

• Experience enabling or supportingNow Assistcapabilities.

• Strong ServiceNow development skills (JavaScript, Glide API, Flow Designer).

Preferred Qualifications

• Experience withNow Assist for ITSM and/or HRSD.

• Experience withAI Searchand enterprise search readiness.

• Experience with knowledge management andself-serviceoptimization.