Description

Key Responsibilities

1. Architecture & Solution Design

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

o            ITSM (Incident, Request, SLA lifecycle)

o            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

o            Intent recognition, topics, guided workflows

•            Architect chatbot-driven ITSM automation

o            Incident creation, request fulfillment, SLA orchestration

•            Ensure alignment between:

o            Virtual Agent (front-end interaction)

o            ITSM workflows (backend execution)

Key Skills

Education

Any Gradute