ServiceNow ITSM and Virtual Agent (VA) Consultant

This is a remote position.

Job Overview

Kanini is seeking a skilled ServiceNow ITSM and Virtual Agent (VA) Consultant with 3 to 5 years of experience to join our remote team. This role focuses on designing, developing, and implementing ServiceNow ITSM solutions and Virtual Agent capabilities to enhance IT service delivery and user experience. The ideal candidate will have hands-on experience with ServiceNow ITSM modules and a strong background in Virtual Agent development, including chatbot configurations and conversational workflows. Candidates will work remotely, collaborating with cross-functional teams to deliver high-quality solutions tailored to client needs.

Mandatory Virtual Agent Experience

• Minimum of 1 year of hands-on experience in developing and configuring ServiceNow Virtual Agent solutions is compulsory.
  

• Proven expertise in designing conversational workflows, setting up chatbots, and leveraging Natural Language Understanding (NLU) for Virtual Agent implementations.
  

• Experience integrating Virtual Agent with ITSM processes to enhance service desk automation and user support.
  

Responsibilities

• Design, configure, and implement ServiceNow ITSM modules (e.g., Incident, Problem, Change, Service Catalog, Asset Management) to meet business requirements.
  

• Develop and customize Virtual Agent solutions, including conversational flows, chatbot configurations, and integrations with ITSM processes.
  

• Participate in the full lifecycle of ServiceNow ITSM and VA implementations, including requirements gathering, solution design, development, testing, and deployment.
  

• Configure forms, workflows, business rules, client scripts, UI policies, UI actions, and ACLs to support ITSM and VA functionalities.
  

• Integrate ServiceNow with external systems using REST/SOAP APIs to enhance Virtual Agent and ITSM capabilities.
  

• Optimize Virtual Agent performance by leveraging AI-driven conversation models and NLU.
  

• Collaborate with stakeholders to ensure ITSM processes and VA solutions align with ITIL best practices and business goals.
  

• Develop and maintain technical documentation, including design specifications, configuration guides, and user manuals.
  

• Troubleshoot and resolve technical issues related to ITSM and VA implementations.
  

• Stay updated on ServiceNow features, best practices, and advancements in ITSM and Virtual Agent technologies.
  

Requirements

• Minimum of 3 years of hands-on experience with ServiceNow ITSM modules (e.g., Incident, Problem, Change, Service Catalog).
  

• At least 1 year of compulsory experience developing and configuring ServiceNow Virtual Agent solutions.
  

• Strong technical proficiency in ServiceNow client and server-side scripting (e.g., GlideForm, GlideRecord).
  

• Practical experience with Business Rules, Client Scripts, UI Policies, UI Actions, ACLs, and workflows in ServiceNow.
  

• Knowledge of Virtual Agent configuration, including conversational flows, NLU, and chatbot integrations.
  

• Experience with ServiceNow integrations using REST/SOAP APIs.
  

• Familiarity with ITIL processes (e.g., Incident Management, Change Management).
  

• Ability to document technical configurations and processes clearly.
  

• Strong analytical and problem-solving skills to address ITSM and VA challenges.
  

• Excellent communication skills to collaborate effectively in a remote team environment.
  

• ServiceNow Certified System Administrator or ITSM Implementation Specialist certification is a plus.