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 (Bengaluru)
🏢 Diverse Lynx
📍 Bengaluru