Role Overview

Leads the design, development, testing, and continuous improvement of Chat-IT / ServiceNow Virtual Agent solutions. Owns end-to-end delivery of conversational experiences, ensuring alignment to business outcomes, platform standards, and enterprise service strategy.

What You Will Do

Lead design, development, and implementation of Virtual Agent topics, integrations, and supporting ServiceNow capabilities across medium to high complexity initiatives. Assist in future adoption of ServiceNow's generative AI portfolio — Now Assist, AI Agent Studio, AI Search, and LLM-powered skills — to evolve Chat-IT from scripted topics into an agentic, intent-driven experience.

Why It Might Be a Fit

• Strong expertise in ServiceNow Virtual Agent, ITSM, and conversational design.
• Experience with Azure DevOps (backlog, sprint, and release management).
• Strong understanding of NLU tuning, containment strategy, and self-service o...