Role Summary

Key Responsibilities

1. Conversational / Chatbot Development

• Design, build, and tune ServiceNow Virtual Agent topics, including topic blocks, flow branching, user input controls, and hand-off to live agent (Agent Chat / Advanced Work Assignment)
• Build and train NLU models - intents, entities, vocabulary, synonyms - and run iterative model testing and batch testing to improve intent recognition accuracy
• Implement Now Assist / GenAI-based conversational capabilities where licensed (Now Assist in Virtual Agent, AI Search integration, generative topic resolution) and define guardrails for response accuracy
• Deploy Virtual Agent across channels: Service Portal / Employee Center, Microsoft Teams, Slack, mobile, and web widget
• Instrument conversations for analytics report on containment/deflection rate, topic abandonment, and escalation reasons, and drive a continuous improvement backlog from the data
• Integrate chatbot topics with Knowledge Management and Service Catalog so conversations resolve rather than merely route

2. ServiceNow Integrations

• Build and maintain integrations using IntegrationHub, spokes, custom actions, Flow Designer, and REST / SOAP APIs (inbound and outbound), including Scripted REST APIs and Import Set / Transform Map patterns
• Configure and support MID Servers, including sizing, clustering, credential/vault configuration, and firewall/port requirements
• Deliver integrations to enterprise systems typical of the estate: monitoring and observability (SolarWinds, Dynatrace, SCOM, Nagios), identity (Active Directory / Entra ID, Okta), collaboration (Teams, Slack), HR/ERP (Workday, SAP), and endpoint/DEX platforms (Nexthink, SysTrack, Intune, SCCM)
• Implement event ingestion and alert-to-incident flows (Event Management connector instances) with proper de-duplication, correlation, and CI binding
• Own integration hygiene: error handling, retry/backoff logic, payload logging, credential rotation, and monitoring of integration health
• Apply IntegrationHub ETL and Identification & Reconciliation Engine (IRE) rules for third-party CMDB data loads

3. Infrastructure Automation

• Build automated remediation and fulfilment workflows for common infrastructure requests: account and access provisioning, password reset and unlock, disk cleanup, service restarts, VM lifecycle, certificate renewal, and patch orchestration triggers
• Automate using Workflow Studio / Flow Designer, Orchestration activity packs, PowerShell, Python, and Bash executed via MID Server
• Integrate with infrastructure-as-code and configuration management tooling - Ansible, Terraform, Azure DevOps / GitHub Actions pipelines
• Automate against cloud platforms (Azure, AWS) via native spokes and cloud APIs support Cloud Provisioning & Governance use cases where in scope
• Support Discovery, Service Mapping, and CMDB health remediation so automation acts against accurate CI data
• Define and track automation KPIs: auto-resolution rate, mean time to restore for automated categories, and hours returned to the business

4. Engineering Practice & Delivery

• Follow ServiceNow technical best practices and instance governance: update set / application repo discipline, scoped applications, ATF (Automated Test Framework) coverage, and CI/CD promotion through sub-production to production
• Produce design documents, integration specifications, runbooks, and handover / KT material for support teams
• Conduct code reviews and mentor mid-level and offshore developers
• Participate in solution shaping and effort estimation for new use cases and change requests

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• 8-12 years total IT experience with 5+ years hands-on ServiceNow development
• Demonstrable production delivery of Virtual Agent topics with NLU model ownership - be prepared to describe deflection metrics achieved
• Strong scripting: server-side and client-side JavaScript / Glide APIs, plus PowerShell and/or Python
• Proven integration experience across REST/SOAP, JSON/XML, OAuth 2.0, JWT, basic auth, mutual TLS, and webhook patterns
• Working knowledge of ITOM - Discovery, Service Mapping, Event Management - and CMDB / CSDM data model concepts
• Experience with MID Server administration and troubleshooting
• Solid grounding in ITIL service management processes (Incident, Request, Change, Problem)
• Ability to work directly with client stakeholders and translate operational pain points into automation opportunities

Certifications

Preferred / Differentiating Experience

• Now Assist, AI Search, and GenAI-assisted service operations deployments
• Ansible Automation Platform or Terraform integrated with ServiceNow workflows
• Azure or AWS certification (AZ-104 / AZ-305 / SAA)
• Nexthink, SysTrack, or similar DEX platforms feeding proactive automation
• Prior work in managed services / shared services delivery with SLA-bound outcomes