ServiceNow Virtual Agent & ITSM Integration Specialist

❗ Applications from outside the U.S. will not be considered.

Important Eligibility Requirement
This is an ITAR-compliant project . Therefore, the client can only consider candidates who are:

• U.S. Citizens (USC)
• Green Card Holders (Permanent Residents)

Employment Eligibility Statement
Due to specific project and client requirements, this position is open to U.S. Citizens and U.S. Lawful Permanent Residents (Green Card holders). Sponsorship is not available at this time.
Danta Technologies evaluates all candidates in compliance with the Immigration and Nationality Act (INA) and EEOC guidelines. All hiring decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.


Note: This position is based in the United States, offers a 100% remote work option, and is open to eligible U.S.-based candidates only.

Role Summary

The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end‐to‐end self‐service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM , with additional responsibility for AI‐driven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules .

This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA‐aware automation across chat, portal, and assisted support channels.

Core Platform Responsibilities (ServiceNow – Mandatory):

ServiceNow Virtual Agent & ITSM Development

• 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)

Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.