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 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 conv...