ServiceNow Specialist – Virtual Agent, AI Search

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Design and implement ServiceNow Now Assist functionalities across ITSM, HRSD, and Employee Center platforms.

• Configure and enhance Now Assist for Virtual Agent, AI Search, Knowledge Management, and Incident Resolution.

• Create and develop conversational experiences utilizing ServiceNow Virtual Agent.

• Develop topic flows, chatbot journeys, guided workflows, and self-service experiences for employees.

• Configure and optimize AI Search, including search profiles, analytics, suggestions, synonyms, and relevance tuning.

• Improve search experiences and promote the usage of Employee Center and Service Portals.

• Identify and create GenAI use cases to boost employee productivity and enhance service desk efficiency.

• Configure prompts, grounding strategies, and governance controls for responses generated by AI.

• Integrate AI functionalities with Microsoft Teams, Microsoft Copilot, SharePoint, Azure OpenAI, HR systems, and other enterprise platforms.

• Oversee AI adoption, search analytics, and performance metrics to drive ongoing enhancements.

• Ensure adherence to security, privacy, and Responsible AI standards.

• Develop testing strategies for Generative AI solutions and conversational experiences.

• Carry out additional duties and activities related to the area.

⛳️ Requirements

• Extensive experience in implementing and managing the ServiceNow platform.

• Strong practical experience with ServiceNow Virtual Agent and AI Search.

• Experience in implementing ServiceNow Now Assist and Generative AI capabilities.

• Familiarity with Employee Center and Employee Center Pro.

• Profound understanding of Conversational Design and self-service experiences.

• Experience in developing and enhancing AI-powered search experiences.

• Proficiency with Flow Designer and workflow automation.

• Knowledge of NLP technologies and Prompt Engineering principles.

• Experience integrating ServiceNow with enterprise applications and collaboration tools.

• Strong analytical, communication, and stakeholder management abilities.

• Experience in Agile work environments (Scrum/Kanban).

• Completed Bachelor’s degree.

• Advanced or fluent spoken English; an interview will be conducted in English.

🏝️ Benefits

• Comprehensive medical insurance for employees and their dependents, with nationwide coverage through Bradesco or Unimed.

• Dental insurance with nationwide coverage.

• Meal or food allowance (at the employee’s discretion).

• Childcare assistance.

• Life insurance for employees and their dependents.

• Gympass available for employees and their dependents.

• Employee Assistance Program (EAP) providing financial, legal, social, and psychological support (available 24/7).

• Discounts and special rates at universities (Mackenzie, SENAC, FIA, FIAP, and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, and Indeed).

• Discounted banking packages and special rates with Itaú and Bradesco.

• Option for payroll-deducted loans, with repayments deducted directly from the employee’s salary.

• Reimbursement program for selected external certifications.

• Access to an online and in-person training and development platform covering soft skills, technologies, and business domains across more than 15,000 topics.

• Long-service recognition awards.

• Employee referral bonuses.

• Fit4life program offering a schedule of online functional training sessions.

• Opportunities to apply for positions abroad, both within and outside Latin America.