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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow Virtual Agent & ITSM Integration Specialist - **Company:** HMG America - **Location:** United States (Remote available) - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Microsoft Windows, Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Audit Trail, Microsoft Azure, Microsoft Online Services, Microsoft Outlook, Continuous Integration, Software Debugging, DevOps, Python (Programming Language), Node.Js, OAuth, Chatbots, Backend, Build Management, Enterprise Integration, Restful APIs, Servicenow - **Published:** June 16, 2026 - **Apply:** https://www.dice.com/job-detail/03e216b7-058b-45ac-94fa-7c1912d97789 ## About the Role * 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) ## Description 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 ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Developing the Backend with Stefan Lingler, CTO at Shpock](https://www.wearedevelopers.com/videos/100360-developing-the-backend-with-stefan-lingler-cto-at-shpock) - [Creating bots with Dialogflow CX](https://www.wearedevelopers.com/videos/587-creating-bots-with-dialogflow-cx) - [Delay the AI Overlords: How OAuth and OpenFGA Can Keep Your AI Agents from Going Rogue](https://www.wearedevelopers.com/videos/1637-delay-the-ai-overlords-how-oauth-and-openfga-can-keep-your-ai-agents-from-going-rogue) ## Related Articles - [The Best AI Chatbots: ChatGPT and Other Alternatives](https://www.wearedevelopers.com/magazine/236-the-best-ai-chatbots-chatgpt-and-other-alternatives) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [The Top ChatGPT Plugins for Developers in 2023](https://www.wearedevelopers.com/magazine/259-the-top-chatgpt-plugins-for-developers-in-2023) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer)