Analyst Applications – ServiceNow Conversational & GenAI

IT IS YOUR TIME!

Caterpillar Inc. is the world’s 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, we’ve 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, you're 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 don't 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 people's 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:

- Don’t 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 ServiceNow's 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 ServiceNow's 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 company's official channels (www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc), and official Caterpillar emails are mandatory followed by the domain @cat.com. 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: https://www.caterpillar.com/pt/careers/apply-now/help.html

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