Summary:
We are seeking a ServiceNow Virtual Agent Developer to design, build, and continuously improve our conversational AI experiences on the ServiceNow platform. The role spans the full conversational AI lifecycle — today on ServiceNow NLU and Virtual Agent, with a potential near-term roadmap to Now Assist (Generative AI) and Employee Works. You will develop intent modeling, dialog/topic design, generative AI agent configuration, and the workflows that fulfill user requests end-to-end.
Responsibilities
- Design, build, and maintain Virtual Agent topics, flows, and conversational journeys using Topic Blocks, branching, slot-filling, and contextual variables.
- Build and tune NLU models: define intents, entities, utterances, vocabulary, and synonyms manage model versions, publishing, and performance.
- Curate training data: author high-quality utterances, balance intent coverage, resolve overlap/conflict between intents, and run batch testing and precision/recall analysis.
- Implement fallback, escalation, hand-off to live agent, and authenticated vs. unauthenticated experiences across web, Teams, Slack, mobile, and Employee Center.
- Now Assist & Generative AI (Roadmap)
- Configure and extend Now Assist for Virtual Agent, including AI Agents, skills, and prompts within AI Agent Studio.
- Build generative AI&ndashpowered topics (Now Assist Skill Kit, prompt templates, retrieval over KB) and integrate with existing deterministic topics.
- Apply responsible AI practices: grounding, guardrails, PII handling, prompt evaluation, and human-in-the-loop review.
- Workflow, Spokes & Platform Development
- Build fulfillment using Flow Designer, Sub flows, Action Designer, and Script Includes / Glide Script where required.
- Design and implement Integration Hub Spokes — leverage out-of-the-box spokes (Microsoft 365, Teams, Entra ID/Azure AD, Active Directory, ServiceNow Core, REST, SOAP, Email, Slack, Jira, ServiceNow IT Operations, etc.) and build custom spokes with reusable Flow Actions for internal and third-party APIs.
- Develop and maintain Decision Tables and Service Portal / Employee Center widgets that power conversational fulfillment.
- Integration of Enterprise Dex tools within Virtual Agent flows.
- Integrate Virtual Agent with ITSM, Employee Center, Knowledge Management, CMDB, and third-party APIs via spokes and Integration Hub.
- Quality, Analytics & Continuous Improvement
- Monitor performance using Virtual Agent / NLU dashboards, Performance Analytics, and conversation transcripts identify drop-off, misrecognition, and containment opportunities.
- Run A/B tests, retrain models, and iterate on topics based on utterance mining and unrecognized-intent analysis.
- Partner with Knowledge, IT, and business process owners to keep content, intents, and workflows aligned with business changes.
- Delivery & Governance
- Manage changes through Update Sets and support promotions across Dev/Test/Prod.
- Document designs, intents, decision logic, spoke contracts, and integration patterns within Azure Devops contribute to standards and reusable assets.
- Collaborate with architects, designers, and product owners in an Agile delivery model.
Required Qualifications- 3+ years of ServiceNow development experience, including 1+ year hands-on with Virtual Agent and NLU.
- Proven delivery of Virtual Agent topics, NLU models (intents, entities, utterances, vocabulary), and topic discovery/tuning.
- Strong experience with Flow Designer, Integration Hub, Spokes (OOTB and custom), Script Includes, Business Rules, Glide Script, and REST integrations.
- Working knowledge of ITSM and Employee Center data models and processes.
- Proficiency in JavaScript comfort with JSON, REST, OAuth, JWT, and webhook patterns.
- Experience with source control / update set management and a structured SDLC.
- Strong analytical skills for conversation analytics, intent performance, and containment metrics.
- Excellent written and verbal communication ability to translate business needs into conversational experiences.
Preferred Qualifications- ServiceNow certifications: CSA, CAD, and one or more of CIS-ITSM, CIS-Virtual Agent & NLU, CIS-Now Assist.
- Hands-on experience with Now Assist, AI Agent Studio, Now Assist Skill Kit, or other generative AI platforms (LLM prompting, RAG, evaluation).
- Experience building custom Integration Hub spokes and publishing them as reusable applications.
- Experience deploying Virtual Agent to Microsoft Teams, Slack, or mobile channels.
- Familiarity with Employee Center Pro and Journey Designer.
- Background in prompt engineering, LLM evaluation, or conversational UX design.
- Experience with Python or other languages for offline analytics on transcripts and utterances.
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