ServiceNow Solution Architect - Virtual Agent

Company Description is a prominent cloud consulting and IT service provider based in Singapore and deeply rooted in India. With a specific focus on cloud operations, cyber security, and managed services, our expertise and innovation have garnered the trust of clients worldwide.

Over the past decade, we have established ourselves as a dependable and valued partner in the tech-driven Overview :

We are seeking an experienced ServiceNow Architect with strong expertise in Conversational Catalog creation and traditional catalog conversion within the ServiceNow (SNOW) platform.

The ideal candidate will lead design and implementation efforts to enhance user experiences by enabling natural language interactions and optimizing catalog workflows across enterprise service domains.

Key Responsibilities :

• 8+ years of experience in IT with 4+ years in ServiceNow platform architecture.
• Proven experience designing and implementing Conversational Catalog solutions using ServiceNow Virtual Agent and Now Assist.
• Strong understanding of ServiceNow Service Catalog, Request Management, and Flow Designer.
• Experience with topic flow design, dialog creation, NLU training, and contextual triggers.
• Hands-on experience integrating Virtual Agent with external systems or back-end workflows.
• Excellent knowledge of JavaScript, Glide API, REST APIs, and ServiceNow scripting.
• Certified ServiceNow CSA (Certified System Administrator) and preferably CAD, CIS-Virtual Agent, or other ServiceNow certifications.
• Exceptional problem-solving and communication Skills & Qualifications Expertise :
• Certified ServiceNow System Administrator (CSA) and Application Developer (CAD).
• Hands-on experience with Virtual Agent, Employee Center, and CSM / ITSM modules.
• Strong knowledge of Flow Designer, Integration Hub, and NLU AI & Catalog Conversion :
• Proven track record in converting static catalog items to dynamic, AI-driven interactions.
• Experience with Dialog flow, Rasa, or Microsoft Bot Framework (optional but a Proficiency :
• JavaScript, Glide Script, REST / SOAP APIs, and ServiceNow AI / ML capabilities.
• Familiarity with Now Assist, AI Search, and Predictive Skills :
• Strong problem-solving, stakeholder management, and UX-focused Qualifications :
• Experience in multi-departmental catalog rollout (HR, IT, Facilities, etc.
• Familiarity with MS Teams integration or Conversational AI ecosystems.
• Exposure to GenAI or LLM-based integrations with ServiceNow (a plus).

(ref : hirist.tech)