Senior ServiceNow Developer (Virtual Agent / Now Assist)

Chenega Corporation • 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. The 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 components, integrates Virtual Agent with ITSM services and processes, and builds automated self-service workflows. The role also assesses customizations, dependencies, security, scalability, and upgrade impacts; evaluates readiness for Now Assist and generative AI; and supports design reviews, Agile planning, testing, documentation, and mentoring.

The position is with Chenega Agile Real Time Solutions, LLC, in St. Louis, Missouri. A TS/SCI security clearance and ability to pass a polygraph are required, along with the ability to meet contract-specific access requirements and pass background and drug screening.

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 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 effectively with diverse internal and external stakeholder groups and individuals.
• Good interpersonal skills and ability to work well with others.
• 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 a 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 in 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.

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, and 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, and 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, including on-the-job learning experiences and formal development programs.

What This Job Offers

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