Senior ServiceNow Developer (Virtual Agent / Now Assist)

Chenega Agile Real-Time Solutions • St. Louis, MO

7d

About The Position

The Senior ServiceNow Virtual Agent Developer is responsible for hands-on architecture, development, integration, testing, and optimization of ServiceNow Virtual Agent solutions for ITSM. This role serves as the technical subject matter expert for conversational self-service, workflow automation, and future NLU/AI readiness in a customized ServiceNow environment.

The developer designs and maintains Virtual Agent conversations and integrations with ITSM processes, builds automated self-service workflows, and evaluates customizations, dependencies, security, scalability, and upgrade impacts. The role also supports Now Assist and generative AI readiness, leads technical reviews and Agile delivery activities, mentors developers, and tests solutions while tracking completion and performance metrics.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field with 8+ years of relevant experience, or equivalent education and experience.
• 5+ years of hands-on ServiceNow development, including at least 3+ years of ServiceNow Virtual Agent implementation or support.
• Demonstrated senior technical ownership of enterprise ServiceNow design, scripting, integrations, and production troubleshooting.
• Experience supporting heavily customized ServiceNow workflows and controlled production releases.
• Ability to meet contract-specific access requirements and successfully pass background and drug screening.
• TS/SCI Security Clearance required and ability to pass a polygraph.
• Expert knowledge of conversational workflow design, ServiceNow scripting, integration, testing, and secure platform architecture.
• Ability to work independently and collaboratively across multiple time-sensitive assignments.
• Excellent technical analysis, troubleshooting, written documentation, and stakeholder communication skills.
• Ability to explain technical risks and tradeoffs to government and contractor leadership.
• Proficiency with Microsoft Office applications and remote collaboration tools.
• Ability to manage multiple efforts with time-related constraints in a fast-paced contracting environment.
• Demonstrated ability to communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Good interpersonal skills and ability to work well with others.
• Proficiency in Microsoft Word, Excel, and other Office applications.
• Experience working in a home office setting and ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills and professional demeanor.
• Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• ServiceNow CIS-ITSM, ITIL 4 Foundation, or advanced Virtual Agent training.
• Proficiency with Virtual Agent Designer, JavaScript, Glide APIs, Flow Designer, ITSM, Service Catalog, and REST integrations.
• Hands-on experience with NLU, Now Assist, AI Search, Agent Chat, Microsoft Teams, or Performance Analytics.
• Previous customer service experience is strongly desired.

Responsibilities

• Design, configure, develop, and maintain Virtual Agent topics, topic blocks, guided conversations, reusable components, and escalation paths.
• Integrate Virtual Agent with Incident, Request, Service Catalog, Knowledge, and customized ITSM processes using Flow Designer, IntegrationHub, JavaScript, Glide APIs, and REST APIs.
• Build automated self-service workflows for incident status, service requests, knowledge retrieval, and common troubleshooting needs.
• Evaluate existing customizations, technical dependencies, platform security, scalability, and upgrade impacts; define sustainable integration approaches.
• Implement structured conversations and keyword-based interactions; configure NLU intents and entities when available and licensed.
• Assess Now Assist and generative AI readiness, licensing, governance, and security; support future proofs of concept.
• Lead design reviews, estimates, Agile sprint planning, code reviews, technical documentation, and developer mentoring.
• Execute unit, integration, regression, and acceptance testing; track completion, escalation, and self-service performance metrics.
• Perform other duties as assigned.

Benefits

• Broad range of benefits.
• Well-being programs.
• Professional development opportunities and formal development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior