brassring
Technical Architect
Infinite Computer Solutions
Bengaluru, IND
Full-time
Senior · 8+ years experience
Onsite
Discovered 3 weeks ago
ServiceNowVirtual AgentFlow DesignerIntegrationHubMID ServerSolarWinds
Free
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ServiceNowVirtual AgentFlow Designer
Key Skills for This Role
ServiceNowVirtual AgentFlow DesignerIntegrationHubMID ServerSolarWinds
Full Job Posting
1. Conversational / Chatbot Development
Design, build, and tune ServiceNow Virtual Agent topics, including topic blocks, flow branching, user input controls, and hand-off to live agent (Agent Chat / Advanced Work Assignment)
Build and train NLU models — intents, entities, vocabulary, synonyms — and run iterative model testing and batch testing to improve intent recognition accuracy
Implement Now Assist / GenAI-based conversational capabilities where licensed (Now Assist in Virtual Agent, AI Search integration, generative topic resolution) and define guardrails for response accuracy
Deploy Virtual Agent across channels: Service Portal / Employee Center, Microsoft Teams, Slack, mobile, and web widget
Instrument conversations for analytics; report on containment/deflection rate, topic abandonment, and escalation reasons, and drive a continuous improvement backlog from the data
Integrate chatbot topics with Knowledge Management and Service Catalog so conversations resolve rather than merely route
2. ServiceNow Integrations
Build and maintain integrations using IntegrationHub , spokes, custom actions, Flow Designer , and REST / SOAP APIs (inbound and outbound), including Scripted REST APIs and Import Set / Transform Map patterns
Configure and support MID Servers , including sizing, clustering, credential/vault configuration, and firewall/port requirements
Deliver integrations to enterprise systems typical of the estate: monitoring and observability (SolarWinds, Dynatrace, SCOM, Nagios), identity (Active Directory / Entra ID, Okta), collaboration (Teams, Slack), HR/ERP (Workday, SAP), and endpoint/DEX platforms (Nexthink, SysTrack, Intune, SCCM)
Implement event ingestion and alert-to-incident flows (Event Management connector instances) with proper de-duplication, correlation, and CI binding
Own integration hygiene: error handling, retry/backoff logic, payload logging, credential rotation, and monitoring of integration health
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