AI Agent Developer, ServiceNow

We Are Lennar

Lennar is one of the nation’s leading homebuilders, dedicated to making an impact and creating an extraordinary experience for our Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live, and fostering a culture of opportunity and growth for our Associates throughout their careers. Lennar has been recognized as a Fortune 500 company and consistently ranked among the top homebuilders in the United States.

We are seeking a skilled and proactive AI Agent Developer to design, build, deploy, and maintain intelligent AI agents on the Service Now platform that transform how our HR organization serves associates. Working at the intersection of HR strategy, conversational AI, and platform engineering, you will translate complex HR Service Delivery (HRSD) processes into production-grade Now Assist skills and AI Agents that resolve associate questions, automate case work, and accelerate journeys like onboarding and offboarding.

This role offers the opportunity to quickly drive enterprise agentic AI adoption using Service Now Now Assist, AI Agent Studio, and Virtual Agent in a collaborative, innovation-driven environment.

• Partner with HR stakeholders (product owners, HR business partners, and process owners) to identify high-value HRSD use cases for Now Assist skills and AI Agents, and to prioritize automation opportunities across the associate lifecycle.
• Design agent personas, topics, and workflows including decision logic, triggers, tool selection, escalation paths, and human‑in‑the‑loop review for autonomous and assisted HR use cases.
• Build and configure AI Agents in Service Now AI Agent Studio and author custom generative skills with the Now Assist Skill Kit (NASK), grounding agents in HR Knowledge and Employee Center content.
• Develop and tune prompts, skill instructions, and tool/action definitions; connect agents to HR Case and Knowledge Management, catalog items, and external systems (e.g., Workday A2A, MCP), the Generative AI Controller, Flow Designer, and REST APIs.
• Configure and extend Virtual Agent conversations and Now Assist for HRSD experiences, including out-of-the-box HR agents for onboarding ramp‑up plans and offboarding knowledge transfer.
• Test, iterate, and validate agent behavior under real‑world conditions using the Automated Test Framework (ATF), scenario simulations, edge‑case handling, and skill/agent evaluation before release.
• Deploy agents through Service Now update sets / application scopes across sub‑production and production instances, dashboards, and Platform Analytics.
• Maintain agents post‑deployment: monitor deflection, containment, and quality metrics; refine prompts, topics, and workflows; and manage feedback loops and human‑in‑the‑loop interventions.
• Ensure governance, compliance, security, and responsible‑AI practices are built into every agent — data access controls, ACLs, domain separation where applicable, audit trails, output guardrails, and escalation protocols for sensitive HR data.
• Document agent specifications, conversation and workflow diagrams, user guides, change logs, and enablement materials for HR operations and support teams.
• Stay current with the rapidly evolving Service Now AI roadmap (Now Assist, AI Agents, AI Agent Orchestrator, AI Control Tower, and each half‑yearly platform release) and bring best practices into the organization.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Data Science, or a related technical field; equivalent hands‑on Service Now experience will be considered.
• 2–4+ years of experience implementing or developing on the Service Now platform, with at least 1 year building conversational or agentic AI experiences (Now Assist, Virtual Agent, or AI Agents).
• Demonstrated experience creating AI agents or automations for enterprise operations — shipping agents/skills that run against real business processes and users, not just prototypes.
• Required certification:
  Service Now Certified System Administrator (CSA)…