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. 

• Handson 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.