SME - ServiceNow,JavaScript

Job Summary

We are looking for a hands-on Service Now Technical Architect with strong expertise in ITSM and Virtual Agent (VA) to design and deliver scalable automation solutions.

The role requires deep involvement in solution design, development oversight, and integration architecture, with a strong focus on self-service, chatbot automation, and ITSM workflow orchestration.

Key Responsibilities

• We are looking for a hands-on Service Now Technical Architect with strong expertise in ITSM and Virtual Agent (VA) to design and deliver scalable automation solutions. The role requires deep involvement in solution design, development oversight, and integration architecture, with a strong focus on self-service, chatbot automation, and ITSM workflow orchestration. . Architecture & Solution Design Define end-to-end architecture for Service Now solutions with primary focus on: o ITSM (Incident, Request, SLA lifecycle) o Virtual Agent (self-service and chatbot automation) • Translate business requirements into scalable, automation-driven solutions • Design conversational workflows integrated with backend ITSM processes Service Now ITSM & Virtual Agent (Core Focus) • Lead design and implementation of Virtual Agent conversational flows o Intent recognition, topics, guided workflows • Architect chatbot-driven ITSM automation o Incident creation, request fulfillment, SLA orchestration • Ensure alignment between: o Virtual Agent (front-end interaction) o ITSM workflows (backend execution) 👉 Expected to have practical experience in building and deploying VA solutions, not just conceptual knowledge Integration & Automation Architecture • Design and oversee integrations using: o REST / SOAP APIs o Integration Hub o MID Server • Integrate Service Now with: o Enterprise systems (HR, Identity, Monitoring tools) o Collaboration platforms (Teams, portals, etc.) • Ensure seamless data flow across chatbot → ITSM → downstream systems Service Now...
• Updated | Word Development Oversight (Hands-on Architecture) • Provide technical guidance on: o Glide scripting (JavaScript) o Flow Designer o Automation logic • Conduct code reviews and ensure adherence to best practices • Drive performance optimization and scalability Governance & Best Practices • Define development standards for: o Virtual Agent design o ITSM workflows o Integrations • Ensure: o Secure coding practices o Compliance (PII masking, audit logging) o SLA-driven automation behavior RE: Descri...VA Bot SME | Outlook Stakeholder & Team Leadership • Lead design workshops with business and L1/L2 teams • Mentor developers on: o VA implementation o ITSM automation best practices • Align platform capabilities with business outcomes (deflection, containment, automation) Required Skills & Qu

Skill Requirements

ITSM (Incident, Change, Request, Problem, Knowledge, CMDB)Virtual Agent framework and topic development Flow Designer, Integration Hub, Scripted REST APIs Service Portal / Employee Center (preferred)ACLs, Business Rules, Client Scripts, Script Includes

Other Requirements

JavaScript (Service Now scripting)REST / SOAP integrationsSQL basics for reporting and troubleshootingPowerShell or equivalent scripting experience Experience with AWS Connect or other contact‑center integrations (preferred)