Lead Software Engineer – Service Now Now Assist, Virtual Agent & AI SearchLocation:Monterrey (Remote)
Department:Information Technology Group (ITG)
Reports To:Service Now Platform LeadershipJob Summary
The Lead Software Engineer – Service Now Now Assist, Virtual Agent & AI Search is responsible for enabling and scalingGen AI powered experienceson the Service Now platform.
This role operationalizesNow Assist for IT SM ,Now Assist for HRSD ,AI Search , andVirtual Agent , ensuring responsible usage, licensing awareness, and measurable business value.Key ResponsibilitiesEnable and configureNow Assist for ITSM , including skill activation, access controls, and phased rollout.Enable and configureNow Assist for HR Service Delivery (HRSD)to support AI assisted HR case handling and responses.Implement and supportAI Searchcapabilities associated with Now Assist, aligned to licensing and indexing constraints.Design, build, and optimizeVirtual Agentconversational experiences for IT and HR use cases.Enable and trainNLU intents , understanding that NLU is distinct from Now Assist.Manage Now Assist configuration via theadmin console ,



tracking assists consumption across environments.Partner with stakeholders to identifytrue AI use casesvs standard automation.Define success metrics such asadoption, deflection, productivity gains , and user satisfaction.Provide L3 support and continuous optimization for AI enabled workflows.Required Qualifications6+ years of Service Now development and platform experience.Hands on experience withVirtual Agentand conversational workflows.Experience enabling or supportingNow Assistcapabilities.Strong Service Now development skills (Java Script, Glide API, Flow Designer).
Preferred QualificationsExperience withNow Assist for ITSM and/or HRSD.Experience withAI Searchand 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 ValuesAll 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 (Tijuana)
🏢 Blue Yonder
📍 Tijuana