We are seeking a skilled ServiceNow Developer with expertise in Virtual Agent and Customer Service Management (CSM). The ideal candidate will have 5+ years of experience in designing, developing, and implementing solutions within the ServiceNow platform, focusing on enhancing customer interactions through Virtual Agent and optimizing CSM workflows.
Virtual Agent Development:
- Design and implement ServiceNow Virtual Agent solutions using Natural Language Understanding (NLU).
- Configure topics, dialogs, and conversation flows to enhance chatbot capabilities.
- Integrate Virtual Agent with Live Agent, Knowledge Management, and other ServiceNow modules.
CSM Development & Implementation:
- Customize and configure CSM modules including case management, customer portals, and service workflows.
- Develop CSM Playbooks and business process automation to enhance customer service operations.
- Implement Omnichannel support and integrate CSM with external customer engagement platforms.
Development & Customization:
- Develop and maintain custom applications, UI policies, business rules, workflows, and client/server scripts.
- Work on REST/SOAP integrations with third-party tools.
- Ensure performance optimization, security, and compliance across the platform.
Collaboration & Support:
- Work closely with stakeholders, ServiceNow architects, and support teams to design scalable solutions.
- Troubleshoot and resolve issues related to Virtual Agent and CSM functionalities.
- Provide documentation, training, and best practices for end-users and administrators.
RequirementsRequired Skills & Experience:
- 5+ years of ServiceNow development experience.
- Hands-on experience with Virtual Agent, NLU, and chatbot automation.
- Strong expertise in CSM module, including case management, service portals, and integrations.
- Proficiency in JavaScript, Flow Designer, UI policies, and Business Rules.
- Experience with REST/SOAP APIs and integrations with third-party applications.
- Knowledge of ITSM, Service Portal, and other ServiceNow modules is a plus.
Skills Required
- 5+ years of ServiceNow development experience
- Hands-on experience with Virtual Agent, NLU, and chatbot automation
- Strong expertise in CSM module including case management, service portals, and integrations
- Proficiency in JavaScript, Flow Designer, UI policies, and Business Rules
- Experience with REST/SOAP APIs and integrations with third-party applications
- Knowledge of ITSM, Service Portal, and other ServiceNow modules
What We Do
QBrainX Inc. is a specialized provider of hyper-automation and enterprise process optimization solutions. Acting as a digital transformation ally, the company empowers businesses across various domains to achieve excellence through innovative digital engineering and platform modernization. It leverages expertise in ServiceNow, Salesforce, SAP, and AI-driven data solutions to automate business processes and deliver high-performance, future-ready systems for global enterprises.
