ServiceNow Virtual Agent & ITSM Integration Specialist

Job Title: ServiceNow Virtual Agent & ITSM Integration Specialist

Location: Remote

Duration: Contract

 

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 policy aware self service 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

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Extended Integration Responsibilities

AI & Knowledge Integration (Added Skill Set)

•            Implement AI based knowledge retrieval for “How to” and troubleshooting use cases

•            Configure intent detection and classification using ServiceNow Predictive Intelligence

•            Integrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIs

•            Connect enterprise knowledge bases to chatbot flows for contextual responses

•            Ensure content safety, governance, and policy compliance for AI driven responses

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Microsoft Ecosystem Integration (Added Skill Set)

•            Enable Microsoft Teams chat actions and Outlook meeting scheduling via deep links

•            Implement and secure Microsoft 365 authentication for ServiceNow initiated actions

•            Validate integration approvals and security requirements

•            Design solutions with readiness for future Microsoft Graph API enhancements

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Human Handover & Escalation (Added Skill Set)

•            Implement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload

•            Ensure conversation transcript, ticket state, and SLA continuity during handover

•            Validate agent tooling to support seamless continuation of user journeys

•            Partner with AMCC and Service Desk teams for escalation design and testing

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Technical Skills & Technologies

Mandatory

•            ServiceNow Virtual Agent Designer

•            ServiceNow ITSM (Incident, Request, SLA)

•            Flow Designer & Integration Hub

•            Glide API (JavaScript)

•            REST API development

Additional / Supporting

•            ServiceNow Predictive Intelligence

•            JavaScript & Node.js

•            Python

•            RESTful APIs & OAuth authentication

•            AWS fundamentals

•            ServiceNow DevOps & CI/CD basics

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Core Competencies

•            Conversational design and chatbot lifecycle management

•            Secure API development and integration

•            SLA driven automation and state management

•            Testing, debugging, and optimization of chatbot and workflow solutions

•            Collaboration with platform, product, and support teams

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Preferred Experience

•            Enterprise Service Desk automation and digital workplace initiatives

•            Virtual Agent containment and deflection optimization

•            Regulated or compliance driven environments

•            Multi platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)