Senior ServiceNow Developer; Virtual Agent​/Assist

Senior Service Now Developer (Virtual Agent / Now Assist)

Springfield, VA

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 Developer (Virtual Agent / Now Assist) 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…