ServiceNow Specialist – Virtual Agent, AI Search

Job not on LinkedIn

🔥 11 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 ServiceNow

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mollica IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Mollica IT is a São Paulo–based recruitment and selection agency specializing in sourcing and placing IT professionals for companies in Brazil and abroad. The firm positions itself as a hands-on recruitment partner, offering fast, accurate hiring solutions across a broad range of technical roles — from C-level and PMO to DevOps, cloud (Azure/AWS), ERP (SAP, Oracle), big data and data science, databases, infrastructure and telecom, cybersecurity, Salesforce, mobile and full‑stack development, QA/testing and commercial/business roles. Mollica IT emphasizes speed, quality, inclusive hiring and partnership-style service for corporate clients.

📋 Description

• 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

• 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

• 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