Analyst Applications – ServiceNow Conversational & GenAI

IT IS YOUR TIME!

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

When you join Caterpillar youre joining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dont just talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

If you are looking for personal and professional growth in a company with an inclusive culture which seeks equity respects differences and believes in peoples potential this is the right place. We consider people with disability candidates and those with diversity in gender culture ethnicity religion age generation race nationality and sexual orientation.

Important:

- Dont forget to include a resumé in English in your profile in Workday

- Please frequently check the email associated with your application including the junk/spam as this is the primary correspondence method. If you wish to know the status of your application please use the candidate log-in on our career website as it will reflect any update s to your status.

Role Definition

Leads the design development testing and continuous improvement of Chat-IT / ServiceNow Virtual Agent solutions. Owns end-to-end delivery of conversational experiences ensuring alignment to business outcomes platform standards and enterprise service strategy. Provides technical leadership drives backlog prioritization and ensures quality execution across development testing and release cycles.

What you will have:
Lead design development and implementation of Virtual Agent topics integrations and supporting ServiceNow capabilities across medium to high complexity initiatives. Assists in future adoption of ServiceNows generative AI portfolio Now Assist AI Agent Studio AI Search and LLM-powered skills to evolve Chat-IT from scripted topics into an agentic intent-driven experience.
Own end-to-end user story lifecycle including creation refinement acceptance criteria and readiness for sprint execution.
Accountable for technical solution design including user experience flows architecture decisions and system integration patterns.
Guide and review development activities (update sets configurations logic implementation) to ensure scalability quality and alignment to standards.
Lead validation activities across development and testing ensuring production readiness and successful deployment outcomes.
Drive backlog prioritization and collaborate with Product Owner and Scrum Master on sprint planning and execution.
Analyze Virtual Agent live agent and voice data using AI tools like GitHub Copilot to identify containment opportunities and drive continuous improvement initiatives.
Own issue management including investigation root cause identification and resolution of platform defects and incidents.
Lead ServiceNow platform release coordination including update set management validation and deployment readiness.
Manage ServiceNow HI support cases including submission collaboration and validation of resolutions.
Ensure quality and accuracy of Chat-IT knowledge base content and self-service solutions.
Lead user testing feedback analysis and continuous improvement of user experience design.
Plan Design and govern AI Agents in ServiceNow AI Agent Studio including use case selection tool/skill configuration grounding sources guardrails and orchestration with Virtual Agent topics.
Operationalize Now Assist capabilities across Chat-IT (Now Assist in Virtual Agent AI Search generative answers topic recommendations conversation summarization) and partner with the platform team on model selection prompt design and Now Assist Skill Kit extensions.
Establish responsible AI practices for conversational experiences: evaluation datasets hallucination/containment metrics PII handling response quality scoring and human-in-the-loop feedback loops.

Query and analyze virtual agent survey data to improve experiences and understand user feedback.
Drive research and evaluation of new ServiceNow capabilities plugins and enhancements to improve platform performance adoption and incorporate automation.
Outreach to global end user base about new capabilities and features via communication channels.
Provide technical leadership and mentorship to development resources ensuring consistency in execution and adherence to best practices. RACIChatIT Excel

What you will have:

Core Application Systems: Knowledge of enterprise application systems (ServiceNow Virtual Agent ITSM) and ability to lead their application across complex use cases.
Problem Solving: Advanced ability to identify analyze and resolve complex technical and operational challenges.

Application Design Architecture: Knowledge of application architecture with ability to lead technical design at system level.

Implementation: Ability to lead implementation of application solutions across lifecycle.

Requirements Analysis: Advanced ability to translate business needs into technical requirements.

System and Technology Integration: Knowledge of integrating enterprise platforms and services.

System Testing: Ability to define and oversee testing strategies and execution.

Generative & Agentic AI on ServiceNow: Knowledge of ServiceNows AI platform (Now Assist AI Agent Studio Now LLM AI Search Skill Kit) and ability to apply LLM-based patterns to conversational service.

Requirements:

Strong expertise in ServiceNow Virtual Agent ITSM and conversational design.
Experience with Azure DevOps (backlog sprint and release management).
Strong understanding of NLU tuning containment strategy and self-service optimization.
Ability to translate technical solutions into business value and user outcomes.
Proven leadership in driving end-to-end solution delivery and continuous improvement.
Hands-on experience (or demonstrated readiness to ramp) with Now Assist AI Agent Studio AI Search Now Assist Skill Kit and prompt engineering against the Now LLM / BYO-LLM patterns.
Familiarity with evaluation of LLM outputs (accuracy grounding safety) and conversational analytics tooling.

Advanced English

Note: This position requires the candidate to work onsite five days a week.

Some of the offered benefits*:

Medical plan

Dental plan

Medicines reimbursement

Psychological Legal Social and Finance Support Program

Private pension plan

Profit share

Meal assistance

Christmas basket

Transportation

Life and personal insurance

Extended maternity and paternity leave

Employee resources group (Young Professional Women in Networking LAMBDA (LGBTQIA) Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail @hotmail etc.) to contact candidates. Available vacancies are only advertised through the companys official channels ( and official Caterpillar emails are mandatory followed by the domain @. Also the company does not request any type of payment (bank transfer pix etc.) for the purposes of the selection process. For more information click on the link: Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

Not ready to apply Join our Talent Community.