We are looking for an experienced ServiceNow AI / Virtual Agent Developer to build and maintain Virtual Agent topics, conversational flows, NLU models, and Now Assist / Generative AI capabilities. The candidate should be comfortable working within defined governance, security, and human-oversight frameworks.
Must-Have Skills
610 years of experience in ServiceNow / AI technology
Strong hands-on experience with ServiceNow Virtual Agent
Experience building Virtual Agent topics and conversation flows
Experience with NLU model training and tuning
Robust understanding of Generative AI and Now Assist
Experience developing GenAI / AI skills and conversational experiences
Knowledge of Agentic AI / AI Agent concepts
Experience with Machine Learning and pattern modelling
Good hands-on experience with Python
Good experience with PowerShell
Experience with conversational UX, scripting, testing, and fallback scenarios
Understanding of Human-in-the-Loop (HITL) and AI governance
Ability to work within defined AI governance and security guardrails
Strong analytical and problem-solving skills
Valuable-to-Have Skills
Hands-on experience with ServiceNow AI Agent Studio
Experience with ServiceNow Agentic AI
Experience building Now Assist skills
Experience in governed agentic workflow / AI pilots
Experience with conversational analytics and AI performance monitoring
Knowledge of ServiceNow ITSM/ITOM modules
Experience with AI/ML model optimization
ServiceNow CSA / CAD / CIS certification
Experience working on enterprise-scale Generative AI implementations
Key Responsibilities
Build and maintain Virtual Agent topics and conversational flows.
Train and tune NLU models using real-world usage data.
Develop Now Assist and Generative AI skills within approved guardrails.
Build and test conversational user experiences.
Implement fallback paths and human-in-the-loop review processes.
Monitor conversational analytics and improve resolution quality.
Work closely with Technical Architects and business teams.
Follow AI governance, security, and responsible AI practices.
Contribute to continuous improvement of ServiceNow AI capabilities.
Skills:
- Conversational Design
- Generative AI
- Agile
- ServiceNow
- ServiceNow AI Agents
What you can expect from us: That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.