ServiceNow Virtual Agent & ITSM Integration Specialist

Position: ServiceNow Virtual Agent & ITSM Integration Specialist

Location: Remote

Duration: 1 Years

JD

ServiceNow Virtual Agent & ITSM Integration Specialist

Role Summary

The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end to end self service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AI driven 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 actionsConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handlingImplement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flowsDevelop policy aware self service actions aligned with entitlement, approval, and compliance rulesBuild backend automation using Flow Designer and Integration HubDevelop custom logic using Glide API (JavaScript)Ensure PII masking, audit logging, and enterprise compliance standards are metIntegrate ServiceNow Virtual Agent with external systems and internal platforms

Extended Integration Responsibilities

AI & Knowledge Integration (Added Skill Set)

Implement AI based knowledge retrieval for "How to" and troubleshooting use casesConfigure intent detection and classification using ServiceNow Predictive IntelligenceIntegrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIsConnect enterprise knowledge bases to chatbot flows for contextual responsesEnsure content safety, governance, and policy compliance for AI driven responses

Microsoft Ecosystem Integration (Added Skill Set)

Enable Microsoft Teams chat actions and Outlook meeting scheduling via deep linksImplement and secure Microsoft 365 authentication for ServiceNow initiated actionsValidate integration approvals and security requirementsDesign solutions with readiness for future Microsoft Graph API enhancements

Human Handover & Escalation (Added Skill Set)

Implement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payloadEnsure conversation transcript, ticket state, and SLA continuity during handoverValidate agent tooling to support seamless continuation of user journeysPartner with AMCC and Service Desk teams for escalation design and testing

Technical Skills & Technologies

Mandatory

ServiceNow Virtual Agent DesignerServiceNow ITSM (Incident, Request, SLA)Flow Designer & Integration HubGlide API (JavaScript)REST API development

Additional / Supporting

ServiceNow Predictive IntelligenceJavaScript & Node.jsPythonRESTful APIs & OAuth authenticationAWS fundamentalsServiceNow DevOps & CI/CD basics

Core Competencies

Conversational design and chatbot lifecycle managementSecure API development and integrationSLA driven automation and state managementTesting, debugging, and optimization of chatbot and workflow solutionsCollaboration with platform, product, and support teams

Preferred Experience

Enterprise Service Desk automation and digital workplace initiativesVirtual Agent containment and deflection optimizationRegulated or compliance driven environmentsMulti platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)