Job Description
Job Description
Job Title: ServiceNow Virtual Agent Developer
Location: Remote, USA
Duration: 6 Months (Possible Extension)
Job Summary
We are seeking an experienced ServiceNow Virtual Agent Developer to lead the implementation and configuration of intelligent self-service solutions within the ServiceNow Employee Center. The ideal candidate will have strong expertise in ServiceNow Virtual Agent, Employee Center, Service Catalog, and IT Service Management (ITSM), with the ability to design conversational workflows that enhance employee support, automate service requests, and improve overall user experience.
Key Responsibilities
- Design, configure, develop, and deploy ServiceNow Virtual Agent solutions within the ServiceNow Employee Center.
- Build intelligent conversational experiences using Virtual Agent Topics, Conversation Designer, Dialog Flows, and Decision Trees.
- Configure Virtual Agent to route users to appropriate:
- Service Catalog Items
- Record Producers
- Knowledge Articles
- Incident Creation
- Service Requests
- Design conversational workflows that improve employee self-service and reduce service desk workload.
- Configure and maintain Service Catalog Items, Record Producers, Variables, Catalog Client Scripts, and Request Fulfillment workflows.
- Integrate Virtual Agent with core ServiceNow ITSM modules, including:
- Incident Management
- Request Management
- Service Catalog
- Knowledge Management
- Collaborate with business stakeholders to gather requirements and translate them into scalable automation solutions.
- Perform unit testing, system testing, troubleshooting, defect resolution, and deployment validation.
- Optimize chatbot performance based on user interactions and business feedback.
- Prepare technical documentation, implementation guides, configuration documents, and knowledge transfer materials.
- Provide regular project status updates, identify risks, communicate blockers, and ensure timely project delivery.
Required Qualifications
- 3–5+ years of hands-on experience as a ServiceNow Developer, Engineer, or Administrator in enterprise environments.
- Proven experience implementing ServiceNow Virtual Agent in production environments.
- Strong expertise configuring:
- Virtual Agent Topics
- Conversation Designer
- Dialog Flows
- Decision Trees
- Natural Language Understanding (NLU) (preferred)
- Strong experience with:
- Employee Center
- Service Catalog
- Record Producers
- Catalog Items
- Request Fulfillment
- Experience integrating Virtual Agent with:
- Incident Management
- Request Management
- Knowledge Management
- Strong understanding of ServiceNow platform architecture and development best practices.
- Experience testing, debugging, and optimizing Virtual Agent conversations.
- Excellent analytical, troubleshooting, communication, and problem-solving skills.
Preferred Qualifications
- Experience with Now Assist (Generative AI) or Virtual Agent AI Search.
- Experience using Flow Designer.
- Experience with IntegrationHub.
- Experience developing custom ServiceNow applications.
- JavaScript development experience.
- Experience integrating REST and SOAP APIs.
- Experience with HR Service Delivery (HRSD) or Employee Workflows.
- ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
- ServiceNow Certified Implementation Specialist (CIS) certification is highly preferred.
- Experience working in Agile development environments.
Preferred Skills
- ServiceNow Virtual Agent
- Employee Center
- IT Service Management (ITSM)
- Service Catalog
- Incident Management
- Request Management
- Knowledge Management
- Conversation Designer
- Dialog Flows
- Decision Trees
- Natural Language Understanding (NLU)
- Flow Designer
- IntegrationHub
- JavaScript
- REST & SOAP APIs
- HRSD
- Employee Workflows
- Agile/Scrum
- Chatbot Development
- Conversational AI