ServiceNow Technical Architect With ITSM and Virtual Agent (VA)
Posted 2 days ago by Sage IT Inc
Negotiable
Undetermined
Remote
Remote or Arkansas
Summary: We are seeking a ServiceNow Technical Architect with expertise in ITSM and Virtual Agent to design and implement scalable automation solutions. The role involves solution design, development oversight, and integration architecture, focusing on self-service, chatbot automation, and ITSM workflow orchestration.
Key Responsibilities:
- 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
- Lead design and implementation of Virtual Agent conversational flows
- Intent recognition, topics, guided workflows
- Architect chatbot-driven ITSM automation
- Incident creation, request fulfillment, SLA orchestration
- Ensure alignment between:
- Virtual Agent (front-end interaction)
- ITSM workflows (backend execution)
Key Skills:
- Strong expertise in ServiceNow ITSM and Virtual Agent
- Experience in solution architecture and design
- Knowledge of automation-driven solutions
- Ability to design conversational workflows
- Experience in chatbot implementation and ITSM automation
Salary (Rate): £48
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
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
- Architect chatbot-driven ITSM automation
- Incident creation, request fulfillment, SLA orchestration
- Ensure alignment between:
- Virtual Agent (front-end interaction)
- ITSM workflows (backend execution)