Qualifications

Service Now Virtual Agent Implementation

Location:

Remote, USA Duration: 6 months with the possible extension

Position Overview

We are seeking an experienced Service Now Virtual Agent Developer to lead the implementation and configuration of Service Now Virtual Agent within the Service Now Employee Center. This role will focus on designing intelligent self-service experiences that automate employee support requests, improve service delivery, and reduce manual intervention by enabling conversational interactions with the Service Now platform.

The ideal candidate will possess strong expertise in Service Now Virtual Agent, Employee Center, Service Catalog, and IT Service Management (ITSM). They will be responsible for translating business requirements into scalable conversational workflows that guide users to the appropriate catalog items, knowledge articles, incidents, or service requests.

This position requires an experienced consultant capable of working independently while collaborating closely with business stakeholders, technical teams, and project leadership throughout the implementation lifecycle.

• Design, configure, develop, and deploy Service Now Virtual Agent solutions within the Service Now Employee Center.
• Build intelligent conversational experiences using Virtual Agent Topics, Conversation Flows, Decision Trees, and Dialogs.
• Configure Virtual Agent to interpret employee requests and automatically route users to:
  • Appropriate Service Catalog Items
  • Record Producers
  • Knowledge Articles
  • Incident Creation
  • Service Requests
• Design conversational workflows that improve employee self-service and reduce support desk workload.
• Configure and maintain Service Catalog items, Record Producers, Variables, Catalog Client Scripts, and Request Fulfillment workflows.
• Integrate Virtual Agent with core Service Now ITSM modules, including:
  • Incident Management
  • Request Management
  • Service Catalog
  • Knowledge Management
• Collaborate with business stakeholders to gather requirements and translate them into conversational automation solutions.
• Perform unit testing, system testing, troubleshooting, defect resolution, and deployment validation.
• Optimize chatbot performance based on user interactions and business feedback.
• Produce technical documentation, configuration guides, knowledge transfer materials, and implementation documentation.
• Provide weekly project updates, identify risks, communicate blockers, and ensure timely delivery of assigned milestones.

• 3–5+ years of hands-on experience as a Service Now Developer, Engineer, or Administrator in enterprise environments.
• Proven experience implementing Service Now Virtual Agent in production environments.
• Strong experience configuring:
  • Virtual Agent Topics
  • Conversation Designer
  • Dialog Flows
  • Decision Trees
  • Natural Language Understanding (NLU) (preferred)
• Strong knowledge of:
  • Employee Center
  • Service Catalog
  • Record Producers
  • Catalog Items
  • Request Fulfillment
• Experience integrating Virtual Agent with:
  • Incident Management
  • Request Management
  • Knowledge Management
• Understanding of Service Now platform architecture and best practices.
• Experience testing, debugging, and optimizing Virtual Agent conversations.
• Strong analytical, troubleshooting, and communication skills.

• Experience with Now Assist (Generative AI capabilities) or Virtual Agent AI Search.
• Experience with Flow Designer.
• Experience with Integration Hub.
• Experience creating custom Service Now applications.
• JavaScript scripting experience.
• Experience integrating REST/SOAP APIs.
• Experience with HRSD or Employee Workflows.
• Service Now CSA or CAD certification.
• Service Now Certified Implementation Specialist (CIS) is highly desirable.
• Experience in Agile environments.