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What we are looking for
Role: Servicenow -VA
Experience Range: 4 – 8 Years
Location: Pan India
Must Have:
- Collaborate with cross-functional teams including analysts, UI/UX designers, and other developers to understand business requirements and design virtual agent solutions within the ServiceNow platform.
- Design, configure, and develop virtual agent conversations using ServiceNow's Virtual Agent Designer, incorporating relevant skills, decision trees, intents, and natural language understanding (NLU) capabilities.
- Leverage your expertise in NLP to create natural and user-friendly conversations that provide accurate and contextually relevant responses to user queries.
- Integrate virtual agents with various ServiceNow modules and external systems, ensuring seamless data flow and process automation.
- Develop and maintain custom integrations, APIs, and scripts to enhance the capabilities of virtual agents and enable interactions with external systems.
- Continuously monitor and analyse virtual agent performance, making iterative improvements to enhance accuracy, user satisfaction, and efficiency.
- Collaborate with UI/UX designers to ensure the virtual agent's interface is visually appealing, intuitive, and aligned with the organization's branding guidelines.
- Stay up to date with industry trends, emerging technologies, and best practices related to virtual agents, NLP, and AI-driven solutions.
- Participate in code reviews, knowledge sharing sessions, and provide technical guidance to junior developers as needed.
Good to Have:
- Bachelor’s degree in computer science, Information Technology, or related field; or equivalent work experience.
- Proven experience as a ServiceNow Virtual Agent Developer, with a strong portfolio showcasing successful virtual agent implementations.
- Proficiency in configuring and designing virtual agent conversations using ServiceNow's Virtual Agent Designer.
- Solid understanding of natural language processing (NLP) principles and practical experience in creating conversational flows that deliver accurate responses.
- Experience with ServiceNow platform development, including scripting (JavaScript, Glide), integrations, and APIs.
- Strong problem-solving skills and the ability to troubleshoot technical issues related to virtual agent functionality and integration.
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders.
- Strong teamwork and collaboration skills, coupled with the ability to work independently when required.
- ServiceNow certification(s) in Virtual Agent Development is a plus.
- Previous experience in developing chatbots or virtual agents for IT service management (ITSM) and customer service use cases is highly desirable.
Essential:
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders.
- Strong teamwork and collaboration skills, coupled with the ability to work independently when required.
- ServiceNow certification(s) in Virtual Agent Development is a plus.
- Previous experience in developing chatbots or virtual agents for IT service management (ITSM) and customer service use cases is highly desirable.
Minimum Qualification:
•15 years of full-time education
•Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)