Lead Software Engineer – Service Now Now Assist, Virtual Agent & AI Search
Location:
Monterrey (Remote) Department:
Information Technology Group (ITG) Reports To:
Service Now Platform Leadership
Job Summary The Lead Software Engineer – Service Now Now Assist, Virtual Agent & AI Search is responsible for enabling and scaling
Gen AI powered experiences
on the Service Now platform. This role operationalizes
Now Assist for IT SM ,
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 Service Now development and platform experience.
Hands on experience with
Virtual Agent
and conversational workflows.
Experience enabling or supporting
Now Assist
capabilities.
Strong Service Now development skills (Java Script, 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.

📌 Software engineer – servicenow now assist, virtual agent & ai search (Centro-Norte)
🏢 Blue Yonder
📍 Centro-Norte