Analyst Applications (ServiceNow GenAI)

TL;DR

Analyst Applications (ServiceNow GenAI): Designing and implementing conversational AI and Virtual Agent solutions on the ServiceNow platform with an accent on generative AI integration and agentic experiences. Focus on evolving scripted topics into intent-driven flows using Now Assist and AI Agent Studio to improve user containment and self-service.

Location: Onsite five days a week in Piracicaba or São Paulo, Brazil

Company

The world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives.

What you will do

• Lead the design, development, and implementation of Virtual Agent topics and ServiceNow integrations for high-complexity initiatives.
• Develop and govern AI Agents using AI Agent Studio, configuring tools, skills, grounding sources, and guardrails.
• Operationalize Now Assist capabilities, including generative answers, topic recommendations, and conversation summarization.
• Manage the end-to-end user story lifecycle, from creation and refinement to sprint execution in Azure DevOps.
• Analyze conversational data using AI tools like GitHub Copilot to identify containment opportunities and drive continuous improvement.
• Coordinate platform releases, manage update sets, and handle ServiceNow HI support cases.

Requirements

• Strong expertise in ServiceNow Virtual Agent, ITSM, and conversational design.
• Experience with NLU tuning, containment strategy, and self-service optimization.
• Hands-on experience with Now Assist, AI Agent Studio, AI Search, and prompt engineering for LLM patterns.
• Proficiency with Azure DevOps for backlog and release management.
• Advanced English proficiency.

Culture & Benefits

• Comprehensive medical and dental plans with medicines reimbursement.
• Private pension plan and profit sharing.
• Meal assistance and transportation support.
• Extended maternity and paternity leave.
• Support programs for psychological, legal, social, and financial needs.
• Inclusive culture with various Employee Resource Groups (e.g., Women in Networking, LAMBDA).