Senior ITSM VA Developer (Virtual Agent Developer)

Key Responsibilities

Virtual Agent Development
Design, develop, and maintain enterprise-grade Virtual Agents and Chatbots.
Build conversational flows, dialog trees, and self-service automation solutions.
Develop AI-driven solutions to automate IT support and service management processes.
Enhance user experience through intelligent conversational interfaces.

ITSM Process Automation
Automate ITIL processes including:
Incident Management
Service Request Management
Change Management
Problem Management
Knowledge Management
Develop automated ticket creation, routing, approvals, and notifications.
Integrate Virtual Agents with service catalogs and knowledge bases.

Platform Development Integration
Configure and customize Virtual Agent frameworks within ITSM platforms.
Develop integrations with enterprise applications, APIs, and third-party tools.
Connect Virtual Agents with CMDB, Asset Management, HR, and business applications.
Implement authentication and security controls for chatbot interactions.

Conversational AI NLP
Design and optimize Natural Language Processing (NLP) models.




Train and maintain chatbot intents, entities, and conversation patterns.
Analyze chatbot usage metrics and continuously improve accuracy.
Implement AI-powered recommendations and self-healing capabilities.

Testing Support
Perform functional, integration, and user acceptance testing.
Troubleshoot chatbot and workflow-related issues.
Monitor chatbot performance and user engagement metrics.
Provide production support and maintenance.

Stakeholder Collaboration
Work closely with Architects, Business Analysts, Product Owners, and Service Management teams.
Gather business requirements and translate them into conversation designs.
Conduct demonstrations, workshops, and knowledge transfer sessions.

Provide recommendations for service automation and digital transformation initiatives.

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📌 Sr Itsm Va Virtual Agent Developer Bengaluru
🏢 Diverse Lynx
📍 Bengaluru