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 analyze 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.
Qualifications:
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.