ServiceNow Virtual Agent Admin/Developer

Position: Virtual Agent Admin/Developer – ServiceNow Duration: 12 Months Contract Location: Remote

Please send your resume to ssurendran@sreyo.com

Notes:ServiceNow is secondary - Can be on the backend as things are coming in how they pull in the Conversational AI (Virtual Assist type work)Working on the Virtual Agent – Working on the botDeveloping content in tents – We get work efforts - Strong JavaScript Development NLU/NLP Exp (Experience with Chat Bots) Conversational designingCreate new and customizing what is already there..Remote anywhere –Early morning meetings. So if that was the end of their day. As long as the work is getting done different hours wouldn’t be so much an issueRequirements can be received at the end of their day and they could work the following day typicallyThere is not much interaction with the end customer.

Existing technical lead is leaving Atos.Looking for a replacement to help for about 12 months or so…Needs to have Chatbot experience.Needs to have scripting and integration experience.Needs to have Virtual Agent experience.Needs to have customer facing and small team leadership skills.This person would be supported with a Jr. Engineer that is a contractor and functional and tools process consultant from JnJ. Current estateVirtual Agent would only apply to ITSMRoughly 30 Topics in place today but more are being added and tweaked.Big backlog of work to get completed.Integrations today with Nextthink and Graph APIs

Strong JavaScript Development NLU/NLP Exp (Experience with Chat Bots) Conversational designingCreate new and customizing what is already there..Remote anywhere –Early morning meetings. So if that was the end of their day. As long as the work is getting done different hours wouldn’t be so much an issueRequirements can be received at the end of their day and they could work the following day typicallyThere is not much interaction with the end customer.

"We really want someone first and foremost with Conversational AI experience, and ServiceNow as a secondary experience. Experience as a developer in Javascript would also be required. Really looking for someone seasoned in these areas." More information from the role we used with J&J (not in the attached document).ServiceNow Virtual Agent Admin/DeveloperWe are seeking a highly skilled and motivated individual to join our team as a ServiceNow Virtual Agent Admin/Developer. In this role, you will be responsible for the administration, configuration, development, and continuous improvement of our ServiceNow Virtual Agent platform. You will play a crucial role in enhancing our organization's automation capabilities and improving the overall user experience.Responsibilities:1. Administer and configure the ServiceNow Virtual Agent platform, including creating and maintaining virtual agent conversations, dialog flows, and integration with external systems.2. Collaborate with stakeholders to gather requirements and translate them into effective virtual agent solutions that align with business needs and objectives.3. Develop, test, and deploy conversational workflows, including dialogues, intents, entities, and natural language understanding (NLU) models.4. Implement and optimize integrations between the virtual agent platform and other ServiceNow modules, third-party applications, and data sources.5. Monitor and analyze the performance and usage of virtual agent conversations, identifying opportunities for improvement, and implementing enhancements to optimize user satisfaction and efficiency.6. Collaborate with cross-functional teams, including ServiceNow developers, system administrators, and business analysts, to ensure seamless integration and coordination of virtual agent functionality with other ServiceNow modules and workflows.7. Stay up-to-date with the latest ServiceNow Virtual Agent features, capabilities, and industry best practices, and proactively recommend and implement enhancements to maximize the platform's potential.8. Provide training, guidance, and support to end-users, administrators, and other stakeholders to promote adoption and effective utilization of the virtual agent platform.9. Maintain documentation, including technical specifications, user guides, and training materials, to ensure knowledge transfer and support efficient platform administration and development processes.10. Collaborate with security and compliance teams to ensure adherence to organizational policies, data protection standards, and regulatory requirements.Qualifications:· Proven experience as a ServiceNow Virtual Agent Administrator/Developer, with hands-on experience in designing, developing, and deploying virtual agent conversations and workflows.Strong knowledge of ServiceNow platform fundamentals and integration capabilities.Proficiency in ServiceNow Virtual Agent Studio, NLU configuration, dialog management, and conversation design.Experience with natural language processing (NLP) technologies, such as IBM Watson, Google Dialogflow, or similar platforms.Solid understanding of IT service management (ITSM) processes and practices.Strong problem-solving and analytical skills, with the ability to translate business requirements into technical solutions.Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are a plus.

Key Skills

• JavaScript