Description

Key Responsibilities

1. Architecture & Solution Design

Define end-to-end architecture for ServiceNow solutions with primary focus on:

ITSM (Incident, Request, SLA lifecycle)

Virtual Agent (self-service and chatbot automation)

Translate business requirements into scalable, automation-driven solutions

Design conversational workflows integrated with backend ITSM processes

2. ServiceNow ITSM & Virtual Agent (Core Focus)

Lead design and implementation of Virtual Agent conversational flows

Intent recognition, topics, guided workflows

Architect chatbot-driven ITSM automation

Incident creation, request fulfillment, SLA orchestration

Ensure alignment between:

Virtual Agent (front-end interaction)

ITSM workflows (backend execution)

👉 Expected to have practical experience in building and deploying VA solutions, not just conceptual knowledge

3. Integration & Automation Architecture

Design and oversee integrations using:

REST / SOAP APIs

Integration Hub

MID Server

Integrate ServiceNow with:

Enterprise systems (HR, Identity, Monitoring tools)

Collaboration platforms (Teams, portals, etc.)

Ensure seamless data flow across chatbot → ITSM → downstream systems

4. Development Oversight (Hands-on Architecture)

Provide technical guidance on:

Glide scripting (JavaScript)

Flow Designer

Automation logic

Conduct code reviews and ensure adherence to best practices

Drive performance optimization and scalability

5. Governance & Best Practices

Define development standards for:

Virtual Agent design

ITSM workflows

Integrations

Ensure:

Secure coding practices

Compliance (PII masking, audit logging)

SLA-driven automation behavior

6. Stakeholder & Team Leadership

Lead design workshops with business and L1/L2 teams

Mentor developers on:

VA implementation

ITSM automation best practices

Align platform capabilities with business outcomes (deflection, containment, automation)

Required Skills & Qualifications

Experience

8+ years in ServiceNow

Strong hands-on experience in:

ITSM implementation

Virtual Agent development and deployment

Technical Skills (Mandatory)

Key Skills

Education

Bachelor's degree