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ServiceNow Specialist – Virtual Agent, AI Search
Mollica IT. Design and implement ServiceNow Now Assist capabilities in ITSM, HRSD, and Employee Center environments .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in implementing and administering the ServiceNow platform, with a strong focus on ServiceNow Virtual Agent, AI Search, and Generative AI capabilities. Proficient in designing conversational experiences and optimizing self-service solutions while ensuring compliance with security and privacy standards.
Highest-signal resume keywords
ServiceNow ImplementationServiceNow Virtual AgentAI Search OptimizationConversational DesignGenerative AI Capabilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow Now AssistFlow DesignerWorkflow AutomationNLP TechnologiesPrompt EngineeringAI IntegrationSearch AnalyticsTesting StrategiesAgile MethodologiesEmployee Center Pro
Soft Skills
Analytical SkillsCommunication SkillsStakeholder Management
Tools & Technologies
Microsoft TeamsMicrosoft CopilotSharePointAzure OpenAI
Industry Keywords
ITSMHRSDEmployee CenterSelf-Service ExperiencesChatbot JourneysGuided WorkflowsSearch ProfilesRelevance TuningSecurity ComplianceResponsible AI Standards
Tech Stack
Tools & technologiesAzureITSMServiceNow
About the role
Key responsibilities & impact- Design and implement ServiceNow Now Assist capabilities in ITSM, HRSD, and Employee Center environments
- Configure and optimize Now Assist for Virtual Agent, AI Search, Knowledge Management, and Incident Resolution
- Design and develop conversational experiences using ServiceNow Virtual Agent
- Create topic flows, chatbot journeys, guided workflows, and self-service experiences for employees
- Configure and optimize AI Search, including search profiles, analytics, suggestions, synonyms, and relevance tuning
- Enhance search experiences and drive adoption of Employee Center and Service Portals
- Identify and develop GenAI use cases to increase employee productivity and service desk efficiency
- Configure prompts, grounding strategies, and governance controls for AI-generated responses
- Integrate AI capabilities with Microsoft Teams, Microsoft Copilot, SharePoint, Azure OpenAI, HR systems, and enterprise platforms
- Monitor AI adoption, search analytics, and performance metrics, driving continuous improvement
- Ensure compliance with security, privacy, and Responsible AI standards
- Develop testing strategies for Generative AI solutions and conversational experiences
- Perform other duties and activities related to the area
Requirements
What you’ll need- Extensive experience implementing and administering the ServiceNow platform
- Strong hands-on experience with ServiceNow Virtual Agent and AI Search
- Experience implementing ServiceNow Now Assist and Generative AI capabilities
- Experience with Employee Center and Employee Center Pro
- Strong knowledge of Conversational Design and self-service experiences
- Experience developing and optimizing AI-powered search experiences
- Experience with Flow Designer and workflow automation
- Knowledge of NLP technologies and Prompt Engineering concepts
- Experience integrating ServiceNow with enterprise applications and collaboration platforms
- Strong analytical, communication, and stakeholder management skills
- Experience working in Agile environments (Scrum/Kanban)
- Bachelor’s degree completed
- Advanced or fluent spoken English; an interview stage will be conducted in English
Benefits
Comp & perks- Medical insurance for employees and dependents, with nationwide coverage through Bradesco or Unimed
- Dental insurance with nationwide coverage
- Meal or food allowance (employee’s choice)
- Childcare assistance
- Life insurance for employees and dependents
- Gympass for employees and dependents
- EAP (Employee Assistance Program) offering financial, legal, social, and psychological assistance (24 hours a day, 7 days a week)
- Discounts and special rates at universities (Mackenzie, SENAC, FIA, FIAP, and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, and Indeed)
- Discounts on banking packages and special rates at Itaú and Bradesco
- Payroll-deducted loan option, with installments deducted directly from the employee’s salary
- Reimbursement program for select external certifications
- Online and in-person training and development platform covering soft skills, technologies, and business domains across more than 15,000 topics
- Long-service awards
- Employee referral bonus
- Fit4life program with a schedule of online functional training sessions
- Opportunity to apply for positions abroad, both within and outside Latin America