Note: The job is a remote job and is open to candidates in USA. Sira Consulting, an Inc 5000 company, is seeking a ServiceNow Virtual Agent & ITSM Integration Specialist. This role is responsible for designing, building, and enhancing self-service and automation solutions on the ServiceNow platform, focusing on Virtual Agent and ITSM integration to improve operational efficiency and compliance.
Responsibilities
- Design and build Virtual Agent conversational flows using card-based UI, conditional logic, and guided action
- Configure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling
- Implement SLA logic, triggers, and state transitions for chatbot-initiated and agent-assisted flow
- Develop policy-aware self-service actions aligned with entitlement, approval, and compliance rules
- Build backend automation using Flow Designer and Integration Hub
- Develop custom logic using Glide API (JavaScript)
- Ensure PII masking, audit logging, and enterprise compliance standards are met
- Integrate ServiceNow Virtual Agent with external systems and internal platform
- Implement AI-based knowledge retrieval for 'How-to' and troubleshooting use cases
- Configure intent detection and classification using ServiceNow Predictive Intelligence
- Integrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST API
- Connect enterprise knowledge bases to chatbot flows for contextual responses
- Ensure content safety, governance, and policy compliance for AI-driven responses
- Enable Microsoft Teams chat actions and Outlook meeting scheduling via deep links
- Implement and secure Microsoft 365 authentication for ServiceNow-initiated actions
- Validate integration approvals and security requirements
- Design solutions with readiness for future Microsoft Graph API enhancements
- Implement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload
- Ensure conversation transcript, ticket state, and SLA continuity during handover
- Validate agent tooling to support seamless continuation of user journeys
- Partner with AMCC and Service Desk teams for escalation design and testing
Skills
- ServiceNow Virtual Agent Designer
- ServiceNow ITSM (Incident, Request, SLA)
- Flow Designer & Integration Hub
- Glide API (JavaScript)
- REST API development
- Conversational design and chatbot lifecycle management
- Secure API development and integration
- SLA‑driven automation and state management
- Testing, debugging, and optimization of chatbot and workflow solutions
- Collaboration with platform, product, and support teams
- Enterprise Service Desk automation and digital workplace initiatives
- Virtual Agent containment and deflection optimization
- Regulated or compliance‑driven environments
- Multi‑platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)
Company Overview
SiRA Consulting is a Certified MBE consulting company that was founded in 2012. It was founded in 2012, and is headquartered in Houston, Texas, USA, with a workforce of 201-500 employees. Its website is https://siraconsultinginc.com.Company H1B Sponsorship
Sira Consulting, an Inc 5000 company has a track record of offering H1B sponsorships, with 2 in 2026, 14 in 2025, 50 in 2024, 42 in 2023, 63 in 2022, 86 in 2021, 70 in 2020. Please note that this does not guarantee sponsorship for this specific role.