Solution Developer – Virtual Agent | 28386

Global Technical Support Orlando, Florida


Job Title: Solution Developer – Virtual Agent

Location: Orlando, FL


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.


People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.



This is a growing team in an area that has high visibility not only for the organization but also for the industry.



Join our dynamic team of developers as we enhance our Virtual Agent capabilities.  Part of your role will be to define and implement conversational flows to solve complex user issues with ease


What you get to do in this role:

  • Define and implement conversational flows to solve complex user issues with ease
  • Become an expert at developing chatbot conversations with rich content and tailored experience across various channels
  • Define best practices for building conversational tools and educate the rest of the team about them
  • Define and implement metrics to continuously measure the quality and experience of bot conversations
  • Implement automated unit tests and integration tests for conversational flows
  • Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency
  • Become an expert in ServiceNow product infrastructure
  • Advocate for and teach best practices for AI based ITSM automation
  • Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues
  • You will be the technical escalation in solving customer issues, and coordinating and prioritizing timely resolutions with our engineering team
  • You will be our customer advocate in influencing product roadmap and improvements



In order to be successful in this role, we need someone who has the following:

Technical Skills

  • Working understanding of the Virtual Agent Designer, Configuration
  • Designing conversation flows
    • Understanding of the NLU model builder, configuration
    • Basics of NLU (Intents, Entities)
    • Designing NLU model by adding representative sample utterances
    • Adding customer specific Nomenclature to the NLU models
    • Understanding of testing and deployment of NLU models
  • Expertise with  ServiceNow scripting
  • You possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML 
  • You have experience with natural language understanding technology and conversational UIs
  • Build PA dashboards and reports as needed to demonstrate success


Analytical Skills

  • Understand Customer data by using NLU tooling and identify top issues that need to be automated
  • Understand Model precision characteristics by using NLU tooling
  • Understand conversations/Nomenclature that are applicable across customers


Communication Skills

  • Native Language speaker - English
  • Work with Engineering to productize findings that are applicable across customers


Customer Journey

  • Strong understanding of ServiceNow customer software development/deployment cycle (preprod, test, production)


What you will bring:

  • You have 5+ years relevant work experience in a customer facing technical role
  • You possess a proven track record of driving successful technical administration and deployments with medium to large-sized enterprise companies with various key stakeholders
  • You are confident in your programming proficiency in Java, or Javascript
  • A passion for discovering customer use cases, identifying gaps and resolving issues in the product

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or for assistance.