LeadSoftware Engineer – ServiceNow Now Assist, Virtual Agent & AI Search
Location: Monterrey (Remote)
Department:Information Technology Group (ITG)
Reports To:ServiceNow Platform Leadership
TheLeadSoftware Engineer – ServiceNow Now Assist, Virtual Agent & AI Searchis responsible forenabling and scaling GenAIpowered experienceson 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 AIassistedHR case handling and responses.
Implement and support AI Searchcapabilities associated with Now Assist, aligned to licensing and indexing constraints.
Design, build, andoptimizeVirtualAgentconversational 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 adminconsole,tracking assists consumption across environments.
Partner with stakeholders toidentifytrue AI use casesvs standard automation.
Define success metrics such as adoption, deflection, productivity gains, and user satisfaction.
Provide L3 support and continuous optimization forAIenabledworkflows.
Required Qualifications
6+ years of ServiceNow development and platform experience.
Handson experience with Virtual Agentand conversational workflows.
Experience enabling or supporting Now Assistcapabilities.
Strong ServiceNow development skills (JavaScript, Glide API, Flow Designer).
Preferred Qualifications
Experience with Now Assist for ITSM and/or HRSD
Experience with AI Searchand enterprise search readiness.
Experience with knowledge management andself-serviceoptimization.
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.
Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder’s modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.
Blue Yonder is proud to be an Equal Opportunity Employer. We want you to bring your authentic self to work every day. We know that the best businesses are diverse and inclusive. Our unique talents make for great ideas, empathetic workplaces and drive results. We welcome all job applicants, so apply today.
Please Be Advised: Any communications from a Blue Yonder representative related to an open position at Blue Yonder will come from an @blueyonder.com email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in-person or through a secure video call. We will not ask you for sensitive information nor will we ask you to pay anything during the hiring process. If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement authorities. To learn more about other potential job scams click here.
