Job Title: Virtual Agent / Conversational Designer (ServiceNow)

Locations: Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin, TX | San Jose, CA
Duration: 12+ Months
Work Arrangement: 100% Onsite

Important Note

• Local candidates only for the respective work location.
• Candidates must be available to work onsite from Day 1.

Position Overview

We are seeking an experienced Virtual Agent / Conversational Designer with strong expertise in ServiceNow Virtual Agent development and conversational AI design. The ideal candidate will have hands-on experience designing intelligent chatbot experiences, developing NLU models, authoring intents and utterances, and building scalable conversational workflows within the ServiceNow platform.

This role requires a blend of conversational UX expertise, ServiceNow development experience, and AI-driven virtual assistant design to deliver intuitive, enterprise-grade self-service experiences.

Required Experience

• 8-10+ years of overall IT experience.
• Extensive hands-on experience with ServiceNow Virtual Agent Designer.
• Proven experience designing enterprise conversational AI and chatbot solutions.
• Strong understanding of conversational UX principles and Natural Language Understanding (NLU).
• Experience building scalable Virtual Agent solutions in enterprise ServiceNow environments.

Key Responsibilities

ServiceNow Virtual Agent Development

• Design, develop, and implement enterprise Virtual Agent solutions using ServiceNow Virtual Agent Designer.
• Build intelligent conversational workflows to automate IT, HR, Customer Service, and enterprise business processes.
• Configure reusable conversation components and dialog flows.
• Optimize chatbot performance for usability, scalability, and maintainability.

Natural Language Understanding (NLU)

• Design and author:
  • NLU Intents
  • Utterances
  • Entities
  • Synonyms
  • Training Phrases
• Improve chatbot accuracy through continuous refinement of language models.
• Analyze user interactions and optimize intent recognition and conversation success rates.

Topic Block Design

• Design and develop complex Topic Blocks within ServiceNow Virtual Agent.
• Create dynamic conversational flows using:
  • Decision Logic
  • Variables
  • Conditions
  • API Integrations
  • Workflow Actions
• Build reusable conversation components to improve scalability and maintainability.

Conversational UX Design

• Design intuitive, user-friendly conversational experiences following Conversational UX best practices.
• Create natural, context-aware conversation flows that improve user engagement and self-service adoption.
• Optimize conversations for multiple channels and enterprise use cases.
• Collaborate with business stakeholders to ensure conversations align with user expectations and business objectives.

Integration & Automation

• Integrate Virtual Agent with:
  • ServiceNow Workflows
  • Catalog Items
  • Knowledge Base
  • REST APIs
  • Enterprise Applications
• Support intelligent workflow automation and conversational process orchestration.
• Collaborate with development teams to implement end-to-end automation solutions.

Testing & Optimization

• Perform functional, integration, and user acceptance testing of Virtual Agent solutions.
• Analyze chatbot usage metrics and continuously optimize conversational performance.
• Troubleshoot and resolve Virtual Agent and NLU-related issues.
• Maintain documentation for conversation design, intents, topics, and configurations.

Required Technical Skills

ServiceNow Platform

• ServiceNow Virtual Agent Designer
• ServiceNow Platform Development
• Flow Designer
• IntegrationHub (Preferred)
• Service Catalog Integration
• Knowledge Management Integration

Conversational AI

• Natural Language Understanding (NLU)
• Intent Authoring
• Utterance Design
• Entity Recognition
• Conversation Design
• Conversational AI Best Practices

Conversational UX

• Conversational User Experience (UX)
• Dialogue Flow Design
• User Journey Mapping
• Chatbot Design
• Self-Service Experience Design
• Human-Centered Conversation Design

Integration Technologies

• REST APIs
• JSON
• Enterprise Integrations
• Workflow Automation
• ServiceNow Platform APIs

Required Qualifications

• 8-10+ years of IT experience.
• Strong hands-on expertise with ServiceNow Virtual Agent Designer.
• Experience authoring NLU intents, utterances, entities, and topic blocks.
• Strong understanding of conversational UX and chatbot design methodologies.
• Experience integrating ServiceNow Virtual Agent with enterprise systems.
• Excellent analytical, communication, and problem-solving skills.
• Ability to lead conversational AI initiatives and mentor development teams.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist (CIS).
• Experience with Generative AI or AI-powered virtual assistants.
• Experience implementing enterprise chatbot solutions across ITSM, HRSD, or CSM.
• Familiarity with conversational analytics and AI model optimization.

Role: Virtual Agent / Conversational Designer
Primary Skills: ServiceNow Virtual Agent Designer, NLU Intent & Utterance Authoring, Topic Block Design, Conversational UX
Platform: ServiceNow
Experience Required: 8-10+ Years
Work Arrangement: 100% Onsite
Locations: Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin, TX | San Jose, CA
Duration: 12+ Months