AI Agent Developer, ServiceNow
Lennar Corporation2 hours ago
Miami, FL, USAMid Level
Responsibilities
- Partner with HR stakeholders to prioritize HRSD automation opportunities across the associate lifecycle.
- Design agent personas, topics, workflows, decision logic, triggers, tools, escalation paths, and human-in-the-loop reviews.
- Build and configure ServiceNow AI Agents and custom generative skills using AI Agent Studio and the Now Assist Skill Kit.
- Develop prompts, skill instructions, tool definitions, integrations, and Virtual Agent conversations for HR use cases.
- Connect agents to HR Case, Knowledge Management, catalog items, external systems, Generative AI Controller, Flow Designer, and REST APIs.
- Test and validate agent behavior using the Automated Test Framework, scenario simulations, edge-case handling, and evaluations.
- Deploy agents across ServiceNow sub-production and production instances and maintain dashboards and analytics.
- Monitor deflection, containment, quality, and feedback metrics, then refine prompts, workflows, and interventions.
- Implement governance, compliance, security, access controls, ACLs, audit trails, output guardrails, and escalation protocols.
- Document agent specifications, workflows, user guides, change logs, and enablement materials.
- Stay current with ServiceNow Now Assist, AI Agents, AI Agent Orchestrator, AI Control Tower, and platform releases.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Systems, Data Science, or a related technical field, or equivalent hands-on ServiceNow experience.
- 2–4+ years of experience implementing or developing on the ServiceNow platform, including at least 1 year building conversational or agentic AI experiences.
- Demonstrated experience shipping enterprise AI agents or automations against real business processes and users.
- ServiceNow Certified System Administrator certification is required.
- Preferred certifications include Certified Implementation Specialist – Human Resources and ServiceNow AI Agent or Now Assist credentials.
- Working knowledge of the ServiceNow HRSD data model, including HR Cases, HR Services, Employee Center, HR Knowledge, Lifecycle Events, HR Journeys, and Employee Document Management.
- Hands-on proficiency with Flow Designer, IntegrationHub, Scripted and Table REST APIs, Business Rules, Script Includes, ACLs, and the Automated Test Framework.
- Familiarity with Now Assist, AI Agent Studio, Now Assist Skill Kit, Generative AI Controller, AI Search, GenAI skills, workflows, and autonomous AI Agents.
- Solid JavaScript scripting ability, including server- and client-side Glide scripting, and ability to read and consume JSON REST payloads.
- Understanding of large language models, retrieval-augmented generation, prompt engineering, grounding, knowledge sources, tool calling, and agent orchestration in ServiceNow.
- Experience integrating disparate systems through APIs and webhooks; Workday integration is a strong plus.
- Experience designing production systems for scalability, reliability, monitoring, error handling, and lifecycle management.
- Ability to translate complex HR requirements into governed AI workflows and communicate technical concepts to non-technical stakeholders.
Benefits
- Medical, dental, and vision insurance are provided.
- 401(k) plan includes a dollar-for-dollar company match up to 5%.
- Paid parental leave and an Associate Assistance Plan are available.
- Education assistance and up to $30,000 in adoption assistance are offered.
- Associates can receive up to three weeks of vacation annually from the date of hire, plus holiday, sick leave, and personal day policies.
- Benefits include a new-hire referral bonus program, home purchase discounts, and Everyone’s Included Day.
- Benefits are subject to Lennar policies and applicable plan terms.
Tech Stack
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