Service Delivery Agent Jobs in Florida (NOW HIRING)

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 ServiceNow 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 ServiceNow 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 ServiceNow AI Agent Studio and author custom generative skills with the Now Assist Skill Kit (NASK), grounding agents in HR Knowledge, 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 ServiceNow 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 ServiceNow 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 ServiceNow experience will be considered.
• 2-4+ years of experience implementing or developing on the ServiceNow 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: ServiceNow Certified System Administrator (CSA) required.
• Preferred certifications: Certified Implementation Specialist - Human Resources (CIS-HR) and/or ServiceNow AI Agent / Now Assist credentials.
• Working knowledge of the ServiceNow HRSD data model - HR Cases, HR Services, Employee Center, HR Knowledge, Lifecycle Events / HR Journeys, and Employee Document Management.
• Hands-on proficiency with the Now Platform: Flow Designer, IntegrationHub, Scripted / Table REST APIs, Business Rules, Script Includes, ACLs, and the Automated Test Framework (ATF).
• Familiarity with ServiceNow GenAI architecture: Now Assist, AI Agent Studio, Now Assist Skill Kit (NASK), Generative AI Controller, AI Search, and the distinction between GenAI skills, workflows, and autonomous AI Agents.
• Solid scripting ability in JavaScript (server- and client-side glide scripting) and comfort reading/consuming JSON REST payloads.
• Understanding of core AI agent concepts - large language models (LLMs), retrieval-augmented generation (RAG), prompt engineering, grounding/knowledge sources, tool calling, and agent orchestration - as applied within ServiceNow.
• Proven ability to integrate disparate systems through APIs and webhooks; experience integrating an HRIS such as Workday is a strong plus.
• Experience designing for production: scalability, reliability, monitoring, error handling, and lifecycle/version management on the Now Platform.
• Strong problem-solving mindset with the ability to translate complex HR requirements into functional, governed AI workflows.
• Excellent communication skills to collaborate with non-technical HR stakeholders and present technical concepts clearly.

At Lennar, you will help pioneer how one of the country's largest homebuilders uses agentic AI to support its associates. You'll own real production workloads, work directly with HR leadership, and grow alongside a fast-evolving ServiceNow AI platform - all within a company recognized for its culture of opportunity and growth.

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar's policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.