ServiceNow Analyst – ServiceNow Conversational & GenAI
Piracicaba, São Paulo, Brazil
BRL 223K-271K (estimate) Senior-level Full Time
Tasks
- Analyze virtual agent live agent and voice data with AI tools
- Coordinate ServiceNow releases including update set management and deployment readiness
- Design technical solutions including UX flows architecture and integration patterns
- Develop Virtual Agent topics integrations and ServiceNow capabilities
- Ensure quality and accuracy of knowledge base and self service solutions
- Establish responsible AI practices including evaluation datasets hallucination metrics PII handling and human in the loop feedback
- Evaluate LLM outputs accuracy grounding and safety
- Investigate root cause platform defects and incidents
- Lead design development testing continuous improvement of Virtual Agent solutions
- Lead user testing feedback analysis and UX improvement
- Manage ServiceNow HI support cases resolution collaboration and validation
- Manage user story lifecycle with acceptance criteria readiness for sprint
- Operationalize Now Assist capabilities including model selection prompt design and skill kit extensions
- Own end to end delivery of conversational experiences
- Plan design and govern AI Agents in AI Agent Studio including tool skill configuration grounding and guardrails
- Prioritize backlog with Product Owner and Scrum Master
- Review update sets configurations and logic for scalability and quality
- Validate development and testing activities for production readiness
Perks/Benefits
- Dental plan
- Employee Resource Group
- Extended maternity and paternity leave
- Finance support program
- Legal support
- Life and personal insurance
- Meal assistance
- Medical plan
- Medicines reimbursement
- Private pension plan
- Profit share
- Psychological support
- Social support
- Transportation
Skills/Tech-stack
AI Agent | AI Agent Studio | AI Search | Agent Studio | Azure DevOps | Conversational Design | Grounding | Guardrails | ITSM | Integration | LLM | NLU | Now Assist | Orchestration | PII handling | Prompt engineering | Responsible AI | ServiceNow | Skill Kit | Testing Strategy | Update Set | Update set management | Virtual Agent
Education
N/A
Roles
AI | AI Engineer | Analyst | Developer | Engineer | ServiceNow Analyst | ServiceNow Developer
Regions
Countries
States
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