Job Title: Virtual Agent / Conversational Designer (ServiceNow)
Locations: Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin, TX | San Jose, CA
Duration: 12+ Months
Work Arrangement: 100% Onsite
Important Note
- Local candidates only for the respective work location.
- Candidates must be available to work onsite from Day 1.
Position Overview
We are seeking an experienced Virtual Agent / Conversational Designer with strong expertise in ServiceNow Virtual Agent development and conversational AI design. The ideal candidate will have hands-on experience designing intelligent chatbot experiences, developing NLU models, authoring intents and utterances, and building scalable conversational workflows within the ServiceNow platform.
This role requires a blend of conversational UX expertise, ServiceNow development experience, and AI-driven virtual assistant design to deliver intuitive, enterprise-grade self-service experiences.
Required Experience
- 8-10+ years of overall IT experience.
- Extensive hands-on experience with ServiceNow Virtual Agent Designer.
- Proven experience designing enterprise conversational AI and chatbot solutions.
- Strong understanding of conversational UX principles and Natural Language Understanding (NLU).
- Experience building scalable Virtual Agent solutions in enterprise ServiceNow environments.
Key Responsibilities
ServiceNow Virtual Agent Development
- Design, develop, and implement enterprise Virtual Agent solutions using ServiceNow Virtual Agent Designer.
- Build intelligent conversational workflows to automate IT, HR, Customer Service, and enterprise business processes.
- Configure reusable conversation components and dialog flows.
- Optimize chatbot performance for usability, scalability, and maintainability.
Natural Language Understanding (NLU)
- Design and author:
- NLU Intents
- Utterances
- Entities
- Synonyms
- Training Phrases
- Improve chatbot accuracy through continuous refinement of language models.
- Analyze user interactions and optimize intent recognition and conversation success rates.
Topic Block Design
- Design and develop complex Topic Blocks within ServiceNow Virtual Agent.
- Create dynamic conversational flows using:
- Decision Logic
- Variables
- Conditions
- API Integrations
- Workflow Actions
- Build reusable conversation components to improve scalability and maintainability.
Conversational UX Design
- Design intuitive, user-friendly conversational experiences following Conversational UX best practices.
- Create natural, context-aware conversation flows that improve user engagement and self-service adoption.
- Optimize conversations for multiple channels and enterprise use cases.
- Collaborate with business stakeholders to ensure conversations align with user expectations and business objectives.
Integration & Automation
- Integrate Virtual Agent with:
- ServiceNow Workflows
- Catalog Items
- Knowledge Base
- REST APIs
- Enterprise Applications
- Support intelligent workflow automation and conversational process orchestration.
- Collaborate with development teams to implement end-to-end automation solutions.
Testing & Optimization
- Perform functional, integration, and user acceptance testing of Virtual Agent solutions.
- Analyze chatbot usage metrics and continuously optimize conversational performance.
- Troubleshoot and resolve Virtual Agent and NLU-related issues.
- Maintain documentation for conversation design, intents, topics, and configurations.
Required Technical Skills
ServiceNow Platform
- ServiceNow Virtual Agent Designer
- ServiceNow Platform Development
- Flow Designer
- IntegrationHub (Preferred)
- Service Catalog Integration
- Knowledge Management Integration
Conversational AI
- Natural Language Understanding (NLU)
- Intent Authoring
- Utterance Design
- Entity Recognition
- Conversation Design
- Conversational AI Best Practices
Conversational UX
- Conversational User Experience (UX)
- Dialogue Flow Design
- User Journey Mapping
- Chatbot Design
- Self-Service Experience Design
- Human-Centered Conversation Design
Integration Technologies
- REST APIs
- JSON
- Enterprise Integrations
- Workflow Automation
- ServiceNow Platform APIs
Required Qualifications
- 8-10+ years of IT experience.
- Strong hands-on expertise with ServiceNow Virtual Agent Designer.
- Experience authoring NLU intents, utterances, entities, and topic blocks.
- Strong understanding of conversational UX and chatbot design methodologies.
- Experience integrating ServiceNow Virtual Agent with enterprise systems.
- Excellent analytical, communication, and problem-solving skills.
- Ability to lead conversational AI initiatives and mentor development teams.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD).
- ServiceNow Certified Implementation Specialist (CIS).
- Experience with Generative AI or AI-powered virtual assistants.
- Experience implementing enterprise chatbot solutions across ITSM, HRSD, or CSM.
- Familiarity with conversational analytics and AI model optimization.
Role: Virtual Agent / Conversational Designer
Primary Skills: ServiceNow Virtual Agent Designer, NLU Intent & Utterance Authoring, Topic Block Design, Conversational UX
Platform: ServiceNow
Experience Required: 8-10+ Years
Work Arrangement: 100% Onsite
Locations: Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin, TX | San Jose, CA
Duration: 12+ Months
Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishita.b@noviainfotech.com
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