Beschreibung
Career Area:
Technology, Digital and DataJob Description:
Your Work Shapes the World at Caterpillar Inc.
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.
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 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.
Job Summary:
As a ServiceNow Conversational AI Analyst will lead the design, development, testing, and continuous improvement of Chat-IT / ServiceNow Virtual Agent solutions and ITSM. You will own end-to-end delivery of conversational experiences, ensuring alignment to business outcomes, platform standards, and enterprise service strategy. And you will provide technical leadership, drives backlog prioritization, and ensures quality execution across development, testing, and release cycles.
What you will do:
Lead the design, development, and continuous improvement of ServiceNow Virtual Agent and Conversational AI solutions, driving the evolution of Chat-IT into an intelligent, AI-powered experience.
Own end-to-end solution delivery, including user story management, technical design, integrations, testing, release coordination, and production readiness.
Drive adoption of ServiceNow AI capabilities, including Now Assist, AI Agent Studio, AI Search, and LLM-powered experiences, ensuring alignment with business objectives and enterprise standards.
Define and govern conversational experiences, AI agents, and self-service strategies, focusing on user experience, automation, containment, and service optimization.
Analyze conversational and user feedback data to identify improvement opportunities, measure performance, and enhance customer and employee experiences.
Establish responsible AI practices, including AI governance, response quality evaluation, hallucination monitoring, data privacy controls, and human-in-the-loop processes.
Collaborate with Product Owners, Scrum Masters, platform teams, and stakeholders to prioritize backlogs, deliver strategic initiatives, and maximize business value.
Provide technical leadership, mentorship, and best-practice guidance to development teams while driving innovation and continuous improvement across the ServiceNow platform.
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.
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.
Basic requirements:
Bachelor’s degree or equivalent experience in Information Technology, Computer Science, Engineering, Business Information Systems, or a related area.
Pre-advanced English.
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.
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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This position requires working onsite five days a week.Visa Sponsorship is not available for this position.Posting Dates:
August 12, 2026 - August 20, 2026Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
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