Description

Define end-to-end ServiceNow architecture for ITSM and Virtual Agent solutions, translating business requirements into scalable automation. Lead design workshops, mentor developers, and oversee technical implementation of conversational workflows and integrations.

This role is on-site.

Responsibilities

• Define architecture for ITSM (Incident, Request, SLA) and Virtual Agent self-service chatbot automation.
• Design conversational workflows, intent recognition, and guided flows that integrate with backend ITSM processes.
• Oversee integrations using REST/SOAP APIs, Integration Hub, and MID Servers to connect with enterprise systems.
• Provide technical guidance on Glide scripting, Flow Designer, and code reviews to ensure performance and scalability.
• Establish governance standards for secure coding, compliance, and PII masking in automation behaviors.

Required Skills

• 8+ years of experience in ServiceNow platform implementation and architecture.
• Strong hands-on expertise in ITSM lifecycle management and Virtual Agent development.
• Proficiency in JavaScript and Glide scripting for custom ServiceNow logic.
• Experience designing REST and SOAP API integrations with enterprise systems.
• Practical deployment experience with Virtual Agent topics, intents, and guided workflows.
• Bachelor's degree in a relevant field or equivalent professional experience.

Preferred Skills

• Experience with Integration Hub and MID Server configuration.
• Background in leading technical workshops with business and L1/L2 support teams.

Key Skills

Education

Bachelor's degree