ServiceNow Virtual Agent Developer – Team Lead

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Enterprise Platform Engineering & Operations (EPEO) is responsible for the engineering, implementation, and support of IT infrastructure solutions within Ford.  The Workplace Tech Customer Experience (CX) team seeks to improve the tech experience that employees, our customers, are provided at Ford.  

We drive the strategic vision of CX within IT, measure customer sentiment, and design integrated tech experiences by bringing IT Service Lines together to solve customer problems and develop value-driven communications as the voice of IT to our customers. 

Ford is streamlining the employee tech experience and transitioning to ServiceNow, the leading platform for IT services. This move will enhance our ability to provide efficient and effective assistance to our users. 

As part of this transition, we're migrating our current enterprise chatbot, "Blu," to the ServiceNow Virtual Agent (NLU). We will continuously improve the Chat experience in 2025 and onward, specifically exploring options for an LLM chat experience. 

With over 130,000 users relying on our IT resources and thousands of contacts to our service desk every month, this transition is a significant step towards improving the overall IT experience for everyone at Ford. 

What you'll do...

• Serve as the ServiceNow NLU/LLM subject matter expert (SME) 
• Lead a team of 2-3 Virtual Agent developers, teach and provide guidance to the team 
• Deep-dive advanced investigation of ServiceNow LLM and NowAssist VA deployment 
• Integrate ServiceNow with other Ford LLMs 
• Drive PoCs/discoveries of new tools and technologies to support ServiceNow LLM advancement 
• Analyze ServiceNow VA metrics to identify improvement opportunities 
• Collaborate with the Workplace TechCX team for VA usability studies and customer sentiment

You'll have... 

• Bachelor's degree in computer science, artificial intelligence, or related field or a combination of education and experience
• 5+ years of work experience as a software engineer with exceptional software engineering knowledge with experience in the following areas:
  • Ability to guide a team of developers, drive overall project strategy and delegate tasks 
  • Strong attention to detail and experience with Quality Assurance testing 
  • Deep analytical and critical thinking skills 
  • Must be a self-starter to understand existing bottlenecks and come up with innovative solutions 
  • Experience in supporting continuous improvement by investigating development alternatives  
  • Understanding of software development methodologies and best practices. 

Even better, you may have...

• Experience with one or more of the following:
  • Artificial Intelligence, Large Language Models, Natural Language Processing, Machine Learning 
  • ServiceNow Virtual Agent Designer, NLU Workbench, Flow Designer, AI Search, Knowledge Management  
  • ServiceNow Virtual Agent Micro-Certification 
  • Coding experience – Python, PHP, Java, Ruby 
  • API integrations, Postman  
  • IBM Watson, Wit.ai, Microsoft Azure Bot Service 
  • Alteryx 

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage

• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more

• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more

• Vehicle discount program for employees and family members and management leases

• Tuition assistance

• Established and active employee resource groups

• Paid time off for individual and team community service

• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day

• Paid time off and the option to purchase additional vacation time. 

For a detailed look at our benefits, click here: https://fordcareers.co/GSR-HTHD

SOUTHEAST MI RESIDENTS: Please note, this job is posted as remote unless the selected candidate lives within 50 miles of Dearborn, MI. In this case we request the candidate to be on-site 1-2 days a week.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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