Job Description

JOB DESCRIPTION

Senior ServiceNow Engineer

Virtual Agent 2. ServiceNow Integrations 3. Infrastructure Automation 4. Engineering Practice & Delivery Required Qualifications Certifications Required: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD)

Integrations
Infrastructure Automation Role Summary We are seeking a Senior ServiceNow Engineer to design and build conversational automation, platform integrations, and infrastructure-level automation on the Now Platform. This is a hands-on build role: you will own the end-to-end path from a user's chat request, through the integration layer, to an automated action executed against target infrastructure — and be accountable for deflection rate, automation coverage, and integration reliability, not just for delivering stories. You will work directly with service desk, infrastructure, and client architecture teams to identify high-volume, low-complexity work and eliminate it through Virtual Agent conversations, Flow Designer orchestration,



and scripted automation against cloud and on-premise estates. Key Responsibilities 1. Conversational / Chatbot Development
Design, build, and tune ServiceNow Virtual Agent topics, including topic blocks, flow branching, user input controls, and hand-off to live agent (Agent Chat / Advanced Work Assignment)
Build and train NLU models — intents, entities, vocabulary, synonyms — and run iterative model testing and batch testing to improve intent recognition accuracy
Implement Now Assist / GenAI-based conversational capabilities where licensed (Now Assist in Virtual Agent, AI Search integration, generative topic resolution) and define guardrails for response accuracy
Deploy Virtual Agent across channels: Service Portal / Employee Center, Microsoft Teams, Slack, mobile, and web widget
Instrument conversations for analytics; report on containment/deflection rate, topic abandonment, and escalation reasons, and drive a continuous improvem

📌 Technical Lead (Bengaluru)
🏢 Infinite Computer Solutions
📍 Bengaluru