Title: Servicenow Virtual Agent Developer ( ServiceNow Virtual Agent Implementation)
Duration: 6 Months ( Part time)
Remote
Business Need
The Information Technology Division (ITD) of the State Court Administrator''s Office (State) within the Minnesota Judicial Branch (MJB) is seeking to augment its staff with a part-time ServiceNow Virtual Agent Developer contractor to support the implementation of a virtual chat agent within the ServiceNow Employee Center homepage. This initiative will enhance the employee self-service experience by enabling end users to submit text-based requests, receive guidance to the appropriate service catalog items, or automatically generate incident tickets on their behalf, improving the efficiency, consistency, and accessibility of IT support services.
The selected candidate(s) will be required to sign a confidentiality, participation, and assignment of rights agreement in a form acceptable to the State.
Project Deliverables
The selected candidate will configure, develop, and implement the ServiceNow Virtual Agent within the ServiceNow Employee Center. Deliverables include creating workflows, conversation logic, and topic configurations for major service catalog requests so the Virtual Agent can recognize text-based requests from end users and direct them to the appropriate catalog item or automatically generate the appropriate incident or service request. The selected candidate will test, troubleshoot, and document the implemented solution to ensure successful deployment and functionality.
The selected candidate will engage in regular communication, at least weekly, regarding work progress and will provide documentation of completed work. Successful performance will be evaluated through timely delivery of assigned work, quality of deliverables, and regular communication with the Applications and Development Manager.
Project Milestones and Schedule
The selected candidate will support the implementation of the ServiceNow Virtual Agent over the duration of the engagement. The initial contract term is anticipated to be approximately six (6) months, with the possibility of extension based on project needs. Due to the implementation nature of the project, work will be prioritized according to business requirements, and project milestones and deliverables will be established throughout the engagement in coordination with the project team.
Qualifications and Skills
Master Service Contract Resource Category: ServiceNow Support
• Three (3) to four (4) years of experience working as a ServiceNow Developer, Engineer, or Administrator within an enterprise environment.
• Proven experience implementing and configuring ServiceNow Virtual Agent solutions in an enterprise environment.
• Strong knowledge of the ServiceNow Service Catalog, including the configuration and management of catalog items, record producers, and request fulfillment processes.
• Experience developing and configuring Virtual Agent conversation flows, topics, and workflows to support employee self-service capabilities.
• Ability to configure and integrate Virtual Agent with ServiceNow Incident Management and Service Catalog functionality.
• Strong analytical and problem-solving skills, with the ability to troubleshoot and optimize Virtual Agent functionality.
• Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and business stakeholders.
Submission Requirements
· Resume of proposed candidate demonstrating the following:
• Required qualifications.
• Required and desired skills.
· References: Provide three (3) client references that the proposed candidate has assisted with same or similar projects
· Conflict of interest statement (Appendix A) as it relates to this project to be completed by all submitted candidates.
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