ServiceNow Virtual Agent & ITSM Integration Specialist

Remote • Posted 3 hours ago • Updated 3 hours ago
Contract W2
12 Months
No Travel Required
Remote
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • ServiceNow Virtual Agent & ITSM Integration Specialist
  • ServiceNow Virtual Agent
  • Artificial Intelligence
  • IT Service Management
  • ServiceNow
  • ITSM Development
  • Glide API
  • AI‑driven

Summary

Role Summary 

The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing endtoend selfservice and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AIdriven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules

This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA‑aware automation across chat, portal, and assisted support channels. 

 

Core Platform Responsibilities (ServiceNow – Mandatory) 

ServiceNow Virtual Agent & ITSM Development 

  • Design and build Virtual Agent conversational flows using card‑based UI, conditional logic, and guided actions 
  • Configure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling 
  • Implement SLA logic, triggers, and state transitions for chatbot‑initiated and agent‑assisted flows 
  • Develop policyaware selfservice actions aligned with entitlement, approval, and compliance rules 
  • Build backend automation using Flow Designer and Integration Hub 
  • Develop custom logic using Glide API (JavaScript) 
  • Ensure PII masking, audit logging, and enterprise compliance standards are met 
  • Integrate ServiceNow Virtual Agent with external systems and internal platforms 

 

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91099677
  • Position Id: 9059189
  • Posted 3 hours ago
Contact the job poster
HA

Hussain Azhar

Recruiter @ Talent Groups
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