Summary:
We are seeking a ServiceNow Virtual Agent Developer to design, build, and continuously improve our conversational AI experiences on the ServiceNow platform. The role spans the full conversational AI lifecycle — today on ServiceNow NLU and Virtual Agent, with a potential near-term roadmap to Now Assist (Generative AI) and Employee Works. You will develop intent modeling, dialog/topic design, generative AI agent configuration, and the workflows that fulfill user requests end-to-end.

Responsibilities
- Design, build, and maintain Virtual Agent topics, flows, and conversational journeys using Topic Blocks, branching, slot-filling, and contextual variables.
- Build and tune NLU models: define intents, entities, utterances, vocabulary, and synonyms; manage model versions, publishing, and performance.
- Curate training data: author high-quality utterances, balance intent coverage, resolve overlap/conflict between intents, and run batch testing and precision/recall analysis.
- Implement fallback, escalation, hand-off to live agent, and authenticated vs.



unauthenticated experiences across web, Teams, Slack, mobile, and Employee Center.
- Now Assist & Generative AI (Roadmap)
- Configure and extend Now Assist for Virtual Agent, including AI Agents, skills, and prompts within AI Agent Studio.
- Build generative AI-powered topics (Now Assist Skill Kit, prompt templates, retrieval over KB) and integrate with existing deterministic topics.
- Apply responsible AI practices: grounding, guardrails, PII handling, prompt evaluation, and human-in-the-loop review.
- Workflow, Spokes & Platform Development
- Build fulfillment using Flow Designer, Sub flows, Action Designer, and Script Includes / Glide Script where required.
- Design and implement Integration Hub Spokes — leverage out-of-the-box spokes (Microsoft 365, Teams, Entra ID/Azure AD, Active Directory, ServiceNow Core, REST, SOAP, Email, Slack, Jira, ServiceNow IT Operations, etc.) and build custom spokes with reusable F

📌 ServiceNow Virtual Agent Developer (Bengaluru)
🏢 Aditi Consulting
📍 Bengaluru