Lead Software Engineer – ServiceNow Now Assist, Virtual Agent & AI SearchLocation: 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 conve...