Senior ServiceNow Developer; Virtual Agent​/Assist

Senior Service Now Developer (Virtual Agent / Now Assist)

St Louis, MO

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting‑edge technology and take your career to the next level!

The Senior Service Now Virtual Agent Developer will be responsible for hands‑on architecture, development, integration, testing, and optimization of Service Now Virtual Agent solutions for ITSM. The Senior Service Now Virtual Agent Developer will be the technical SME for conversational self‑service, workflow automation, and future NLU/AI readiness in a customized Service Now environment.

• Design, configure, develop, and maintain Virtual Agent topics, topic blocks, guided conversations, reusable components, and escalation paths.
• Integrate Virtual Agent with Incident, Request, Service Catalog, Knowledge, and customized ITSM processes using Flow Designer, Integration Hub, JavaScript, Glide APIs, and REST APIs.
• Build automated self‑service workflows for incident status, service requests, knowledge retrieval, and common troubleshooting needs.
• Evaluate existing customizations, technical dependencies, platform security, scalability, and upgrade impacts; define sustainable integration approaches.
• Implement structured conversations and keyword‑based interactions; configure NLU intents and entities when available and licensed.
• Assess Now Assist and generative AI readiness, licensing, governance, and security; support future proofs of concept.
• Lead design reviews, estimates, Agile sprint planning, code reviews, technical documentation, and developer mentoring.
• Execute unit, integration, regression, and acceptance testing; track completion, escalation, and self‑service performance metrics.
• Other duties as assigned.

• Bachelor’s degree in Computer Science, Information Systems, or related field with 8+ years of relevant experience, or equivalent education and experience.
• 5+ years of hands‑on Service Now development, including at least 3+ years of Service Now Virtual Agent implementation or support.
  • Demonstrated senior technical ownership of enterprise Service Now design, scripting, integrations, and production troubleshooting.
  • Experience supporting heavily customized Service Now workflows and controlled production releases.
• Ability to meet contract‑specific access requirements and successfully pass background and drug screening.
• TS/SCI Security Clearance required and ability to pass a polygraph

Preferred Qualifications:

• Service Now Certified System Administrator (CSA) and Certified Application Developer (CAD).
• Service Now CIS‑ITSM, ITIL 4 Foundation, or advanced Virtual Agent training.
• Proficiency in Virtual Agent Designer, JavaScript, Glide APIs, Flow Designer, ITSM, Service Catalog, and REST integrations.
• Hands‑on experience with NLU, Now Assist, AI Search, Agent Chat, Microsoft Teams, or Performance Analytics.

Knowledge, Skills and Abilities:

• Expert knowledge of conversational workflow design, Service Now scripting, integration, testing, and secure platform architecture.
• Ability to work independently and collaboratively across multiple time‑sensitive assignments.
• Excellent technical analysis, troubleshooting, written documentation, and stakeholder communication skills.
• Ability to explain technical risks and tradeoffs to government and contractor leadership.
• Proficiency with Microsoft Office applications and remote collaboration tools.
• Must be capable of managing multiple…