TQuanta Technologies - Virtual Agent Developer - ServiceNow (9-12 yrs)

Role : ServiceNow - Virtual Agent Developer

Job Description :

- 04+ years of ServiceNow hands on experience in ServiceNow Development.

- Good understanding & Handson JavaScript, CSS.

- Good understanding of Server Side and Client-Side Scripting, Script Includes, Business Rules.

- Good understanding and Handson of ServiceNow Platform and Portal.

- Hands on experience in Implementation of Virtual Agent in ServiceNow.

- Develop virtual agent topics, NLU model, familiarity with creating cluster solutions for predictive intelligence, Fallback mechanism.

- Knowledge on LLM.

- Hands of experience in Integration using REST/SOAP APIs and Flow Designer.

- Good Understanding of Best Practices of ServiceNow Development.

- Design, develop, build, and customize Service Catalog, system integrations and process automation as per user requirement

- Requirement Gathering in terms of user requirements and industry best practices and convert them to ServiceNow aligned functional specifications.

- Preparing ServiceNow module specific acceptance criteria, test cases and traceability matrix in Agile work environment.

- Minimize the impact of Incidents that cannot be prevented and maintains KEDB and workarounds.

- Analyze the risk and prepare implementation plan without any major business impact., associated with Major Incident Management and in other fields of Service Management such as Service Request Management, Access Management following sprint methodology.

- Prepared Process and procedure documentation and training delivery teams about the new process and tools hands-on.

- Oversee Update Sets, facilitated UAT, conducted testing, and deployed to Production instance

- Develop, configure, and improve core and custom applications and work directly with end users to resolve support issues.

- Ensure the Process, procedures, work instructions and tools are optimal from a departmental/section point of view.

- Meeting targets and parameters as per the client specifications.

- Good knowledge in ITIL Methodologies, Incident Management, Change Management, Release Management, Request Management, Problem Management.

- Knowledge on GenAI and LLM is an addon.

- Certification: CSA is mandatory. CAD, ITSM and Micro certification on Virtual Agent in an addon.

Mandatory Skills : ServiceNow DevOps