SERVICENOW VIRTUAL AGENT | AI-DRIVEN SELF-SERVICE & DEFLECTION | SERVICENOW PORTAL & MOBILE ARCHITECTURE
Role and Accountabilities:
We are seeking an experienced ServiceNow Developer with strong hands-on expertise in the ServiceNow platform, particularly Virtual Agent (ServiceNow Assist & AI), platform scripting, ITSM processes, and system integrations. The ideal candidate will have 5+ years of experience designing, developing, and implementing scalable ServiceNow solutions while collaborating closely with business and technical stakeholders.
Key Responsibilities
• Design, develop, and customize ServiceNow solutions aligned with business requirements
• Configure and enhance ServiceNow Virtual Agent / ServiceNow Assist & AI using conversation design, topics, subflows, and integrations
• Develop and maintain ServiceNow platform scripts, including:
• Business Rules
• Client Scripts
• Script Includes
• UI Policies and UI Actions
• Implement, customize, and support ITSM modules such as Incident, Problem, Change, Request, Knowledge, and CMDB
• Build and manage integrations using REST/SOAP APIs, MID Server, Integration Hub, and third-party systems
• Perform platform upgrades, patching, and ensure adherence to ServiceNow best practices
• Troubleshoot complex issues and provide root cause analysis and long-term fixes
• Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions
• Create technical documentation, design specifications, and deployment plans
• Provide guidance, mentoring, and technical leadership to junior team members when neededRequired Skills & Qualifications
• 5+ years of hands-on ServiceNow development and implementation experience
• Strong expertise in ServiceNow Virtual Agent / ServiceNow Assist & AI configuration and scripting
• In-depth knowledge of ServiceNow scripting (JavaScript, Glide APIs)
• Solid understanding and practical experience with ITSM processes and workflows
• Proven experience with ServiceNow integrations (REST, SOAP, Integration Hub, MID Server)
• Experience with Flow Designer and Workflow Editor
• Familiarity with ServiceNow data model, CMDB, and CSDM concepts
• Strong problem-solving, debugging, and analytical skills
• Excellent communication and stakeholder management skills
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Preferred Qualifications
• ServiceNow certifications (CSA, CAD, CIS-ITSM, Virtual Agent)
• Experience with ServiceNow Performance Analytics or Reporting
• Exposure to Agile/Scrum methodologies
• Experience in multi-instance or enterprise-scale ServiceNow environments