ServiceNow Virtual Agent & ITSM Integration Specialist

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., * 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

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

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

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

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

• 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

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)