OpenAM

Job Title: ServiceNow Virtual Agent & ITSM Integration Specialist

Location: Remote

Duration: Contract

Core Platform Responsibilities (ServiceNow 6 Mandatory)

• Design and build Virtual Agent conversational flows using card based UI, conditional logic, and guided actions
• Configure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling
• Implement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flows
• Develop policy aware self service actions aligned with entitlement, approval, and compliance rules
• Build backend automation using Flow Designer and Integration Hub
• Develop custom logic using Glide API (JavaScript)
• Ensure PII masking, audit logging, and enterprise compliance standards are met
• Integrate ServiceNow Virtual Agent with external systems and internal platforms

Extended Integration Responsibilities AI & Knowledge Integration (Added Skill Set)

• Implement AI based knowledge retrieval for "How to" and troubleshooting use cases
• Configure intent detection and classification using ServiceNow Predictive Intelligence
• Integrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIs
• Connect enterprise knowledge bases to chatbot flows for contextual responses
• Ensure content safety, governance, and policy compliance for AI driven responses

Microsoft Ecosystem Integration (Added Skill Set)

• Enable Microsoft Teams chat actions and Outlook meeting scheduling via deep links
• Implement and secure Microsoft 365 authentication for ServiceNow initiated actions
• Validate integration approvals and security requirements
• Design solutions with readiness for future Microsoft Graph API enhancements

Human Handover & Escalation (Added Skill Set)

• Implement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload
• Ensure conversation transcript, ticket state, and SLA continuity during handover
• Validate agent tooling to support seamless continuation of user journeys
• Partner with AMCC and Service Desk teams for escalation design and testing

Technical Skills & Technologies Mandatory

• ServiceNow Virtual Agent Designer
• ServiceNow ITSM (Incident, Request, SLA)
• Flow Designer & Integration Hub
• Glide API (JavaScript)
• REST API development

Additional / Supporting

• ServiceNow Predictive Intelligence
• JavaScript & Node.js
• Python
• RESTful APIs & OAuth authentication
• AWS fundamentals
• ServiceNow DevOps & CI/CD basics

Core Competencies

• Conversational design and chatbot lifecycle management
• Secure API development and integration
• SLA driven automation and state management
• Testing, debugging, and optimization of chatbot and workflow solutions
• Collaboration with platform, product, and support teams

Preferred Experience

• Enterprise Service Desk automation and digital workplace initiatives
• Virtual Agent containment and deflection optimization
• Regulated or compliance driven environments
• Multi platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)

For applications and inquiries, contact: hirings@openkyber.com