Job Summary We are looking for a hands-on ServiceNow 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 1. Architecture & Solution Design:
- Define end-to-end architecture for ServiceNow solutions with primary focus on:
- ITSM (Incident, Request, SLA lifecycle)
- Virtual Agent (self-service and chatbot automation)
- Translate business requirements into scalable, automation-driven solutions
- Design conversational workflows integrated with backend ITSM processes
2. ServiceNow ITSM & Virtual Agent (Core Focus):
- Lead design and implementation of Virtual Agent conversational flows
- Intent recognition, topics, guided workflows
- rchitect chatbot-driven ITSM automation
- Incident creation, request fulfillment, SLA orchestration
- Ensure alignment between:
- Virtual Agent (front-end interaction)
- ITSM workflows (backend execution)
- Expected to have practical experience in building and deploying VA solutions, not just conceptual knowledge
3. Integration & Automation Architecture:
- Design and oversee integrations using:
- REST / SOAP APIs
- Integration Hub
- MID Server
- Integrate ServiceNow with:
- Enterprise systems (HR, Identity, Monitoring tools)
- Collaboration platforms (Teams, portals, etc.)
- Ensure seamless data flow across chatbot 12 ITSM 12 downstream systems
4. Development Oversight (Hands-on Architecture)
- Provide technical guidance on:
- Glide scripting (JavaScript)
- Flow Designer
- utomation logic
- Conduct code reviews and ensure adherence to best practices
- Drive performance optimization and scalability
5. Governance & Best Practices:
- Define development standards for:
- Virtual Agent design
- ITSM workflows
- Integrations
- Ensure:
- Secure coding practices
- Compliance (PII masking, audit logging)
- SLA-driven automation behavior
6. Stakeholder & Team Leadership:
- Lead design workshops with business and L1/L2 teams
- Mentor developers on:
- VA implementation
- ITSM automation best practices
- lign platform capabilities with business outcomes (deflection, containment, automation)
Required Skills & Qualifications Experience - 8+ years in ServiceNow
- Strong hands-on experience in:
- ITSM implementation
- Virtual Agent development and deployment
Technical Skills (Mandatory) - ServiceNow ITSM (Incident, Request, SLA)
- ServiceNow Virtual Agent:
- Topic design
- Conversational flows
- Backend orchestration
- Glide API (JavaScript)
- Flow Designer & Integration Hub
- REST API integrations
Architecture Expertise - End-to-end solution design for chatbot-driven automation
- Integration architecture across enterprise systems
- Understanding of ITSM lifecycle + automation
Certifications (Mandatory & Preferred) Mandatory: - ServiceNow CSA
- ServiceNow CIS (ITSM or any relevant module)
Preferred: - ServiceNow CAD
- ServiceNow CTA
- ITIL v4
Nice to Have - Experience with:
- Predictive Intelligence (classification/routing)
- I-driven knowledge integration
- Microsoft Teams / external channel integration
- Knowledge of:
- Conversation analytics
- Chatbot containment optimization
- Multi-channel support architecture
Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.
The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.
