ServiceNow Virtual Agent Developer Team Lead

Ford - Allen Park, MI

Full-time - Senior

Onsite - Allen Park, MI

Transportation Equipment Manufacturing

About the position

The ServiceNow Virtual Agent Developer - Team Lead at Ford Motor Company is responsible for leading a team of developers in the transition and enhancement of the enterprise chatbot to the ServiceNow Virtual Agent platform. This role focuses on improving the tech experience for employees by integrating IT service lines and driving the strategic vision of customer experience within IT. The position requires a strong background in software engineering, artificial intelligence, and natural language processing, along with leadership skills to guide the team and manage project strategies.

Responsibilities

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

Requirements

• 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
• Exceptional software engineering knowledge
• Ability to guide a team of developers and drive overall project strategy
• Strong attention to detail and experience with Quality Assurance testing
• Deep analytical and critical thinking skills
• Self-starter with the ability to understand existing bottlenecks and propose innovative solutions
• Experience in supporting continuous improvement by investigating development alternatives
• Understanding of software development methodologies and best practices

Nice-to-haves

• Experience with 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 in Python, PHP, Java, Ruby
• API integrations, Postman
• Experience with IBM Watson, Wit.ai, Microsoft Azure Bot Service
• Experience with Alteryx

Benefits

• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Vision insurance
• Employee discount
• Prescription drug insurance