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 Flow Actions for internal and third-party APIs.

- Develop and maintain Decision Tables and Service Portal / Employee Center widgets that power conversational fulfillment.

- Integration of Enterprise Dex tools within Virtual Agent flows.

- Integrate Virtual Agent with ITSM, Employee Center, Knowledge Management, CMDB, and third-party APIs via spokes and Integration Hub.

- Quality, Analytics &

- Continuous Improvement

- Monitor performance using Virtual Agent / NLU dashboards, Performance Analytics, and conversation transcripts; identify drop-off, misrecognition, and containment opportunities.

- Run A/B tests, retrain models, and iterate on topics based on utterance mining and unrecognized-intent analysis.

- Partner with Knowledge, IT, and business process owners to keep content, intents, and workflows aligned with business changes.

- Delivery &

- Governance

- Manage changes through Update Sets and support promotions across Dev/Test/Prod.

- Document designs, intents, decision logic, spoke contracts, and integration patterns within Azure Devops; contribute to standards and reusable assets.

- Collaborate with architects,



designers, and product owners in an Agile delivery model.

Required Qualifications

- 3+ years of ServiceNow development experience, including 1+ year hands-on with Virtual Agent and NLU.

- Proven delivery of Virtual Agent topics, NLU models (intents, entities, utterances, vocabulary), and topic discovery/tuning.

- Strong experience with Flow Designer, Integration Hub, Spokes (OOTB and custom), Script Includes, Business Rules, Glide Script, and REST integrations.

- Working knowledge of ITSM and Employee Center data models and processes.

- Proficiency in JavaScript; comfort with JSON, REST, OAuth, JWT, and webhook patterns.

- Experience with source control / update set management and a structured SDLC.

- Robust analytical skills for conversation analytics, intent performance, and containment metrics.

- Excellent written and verbal communication; ability to translate business needs into conversational experiences.

Preferred Qualifications

- ServiceNow certifications: CSA, CAD, and one or more of CIS-ITSM, CIS-Virtual Agent &
- NLU, CIS-Now Assist.

- Hands-on experience with Now Assist, AI Agent Studio, Now Assist Skill Kit, or other generative AI platforms (LLM prompting, RAG, evaluation).

- Experience building custom Integration Hub spokes and publishing them as reusable applications.

- Experience deploying Virtual Agent to Microsoft Teams, Slack, or mobile channels.

- Familiarity with Employee Center Pro and Journey Designer.

- Background in prompt engineering, LLM evaluation, or conversational UX design.

- Experience with Python or other languages for offline analytics on transcripts and utterances.

#AditiConsulting

26-05098

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