ServiceNow Virtual Agent Developer

2 weeks ago

Houston, United States Omni Inclusive Full time
Responsibilities:
  • Collaborate with cross-functional teams including analysts, UI/UX designers, and other developers to understand business requirements and design virtual agent solutions within the ServiceNow platform.
  • Design, configure, and develop virtual agent conversations using ServiceNow's Virtual Agent Designer, incorporating relevant skills, decision trees, intents, and natural language understanding (NLU) capabilities.
  • Leverage your expertise in NLP to create natural and user-friendly conversations that provide accurate and contextually relevant responses to user queries.
  • Integrate virtual agents with various ServiceNow modules and external systems, ensuring seamless data flow and process automation.
  • Develop and maintain custom integrations, APIs, and scripts to enhance the capabilities of virtual agents and enable interactions with external systems.
  • Continuously monitor and analyze virtual agent performance, making iterative improvements to enhance accuracy, user satisfaction, and efficiency.
  • Collaborate with UI/UX designers to ensure the virtual agent's interface is visually appealing, intuitive, and aligned with the organization's branding guidelines.
  • Stay up-to-date with industry trends, emerging technologies, and best practices related to virtual agents, NLP, and AI-driven solutions.
  • Participate in code reviews, knowledge sharing sessions, and provide technical guidance to junior developers as needed.
Qualifications:
  • Bachelor's degree in computer science, Information Technology, or related field; or equivalent work experience.
  • Proven experience as a ServiceNow Virtual Agent Developer, with a strong portfolio showcasing successful virtual agent implementations.
  • Proficiency in configuring and designing virtual agent conversations using ServiceNow's Virtual Agent Designer.
  • Solid understanding of natural language processing (NLP) principles and practical experience in creating conversational flows that deliver accurate responses.
  • Experience with ServiceNow platform development, including scripting (JavaScript, Glide), integrations, and APIs.
  • Strong problem-solving skills and the ability to troubleshoot technical issues related to virtual agent functionality and integration.
  • Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders.
  • Strong teamwork and collaboration skills, coupled with the ability to work independently when required.
  • ServiceNow certification(s) in Virtual Agent Development is a plus.
  • Previous experience in developing chatbots or virtual agents for IT service management (ITSM) and customer service use cases is highly desirable.

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