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ServiceNow Virtual Agent Developer

22nd Century Technologies, Inc.

St. Paul, MN(remote)

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JOB DETAILS
SKILLS
Analysis Skills, Communication Skills, Configuration Management, Customer Support/Service, Documentation, Establish Priorities, Identify Issues, Incident Management, Information Technology & Information Systems, Maintenance Services, Performance Analysis, Presentation/Verbal Skills, Problem Solving Skills, Project Schedule, Project/Program Coordination, ServiceNow, Software Development, Team Player, Technical Support, Testing, Time Management, Writing Skills
LOCATION
St. Paul, MN(remote)
POSTED
6 days ago
Business Need
The Information Technology Division (ITD) of the State Court Administrator's Office (State) within the Minnesota Judicial Branch (MJB) is seeking to augment its staff with a part-time ServiceNow Virtual Agent Developer contractor to support the implementation of a virtual chat agent within the ServiceNow Employee Center homepage. This initiative will enhance the employee self-service experience by enabling end users to submit text-based requests, receive guidance to the appropriate service catalog items, or
automatically generate incident tickets on their behalf, improving the efficiency, consistency, and accessibility of IT support services. The selected candidate(s) will be required to sign a confidentiality, participation, and assignment of rights agreement in a form acceptable to the State.

Project Deliverables
  • The selected candidate will configure, develop, and implement the ServiceNow Virtual Agent within the ServiceNow Employee Center.
  • Deliverables include creating workflows, conversation logic, and topic configurations for major service catalog requests so the Virtual Agent can recognize text-based requests from end users and direct them to the appropriate catalog item or automatically generate the appropriate incident or service request.
  • The selected candidate will test, troubleshoot, and document the implemented solution to ensure successful deployment and functionality.
  • The selected candidate will engage in regular communication, at least weekly, regarding work progress and will provide documentation of completed work.
  • Successful performance will be evaluated through timely delivery of assigned work, quality of deliverables, and regular communication with the Applications and Development Manager.
Project Milestones and Schedule
  • The selected candidate will support the implementation of the ServiceNow Virtual Agent over the duration of the engagement.
  • The initial contract term is anticipated to be approximately six (6) months, with the possibility of extension based on project needs.
  • Due to the implementation nature of the project, work will be prioritized according to business requirements, and project milestones and deliverables will be established throughout the engagement in coordination with the project team.
Qualifications and Skills
  • Three (3) to four (4) years of experience working as a ServiceNow Developer, Engineer, or Administrator within an enterprise environment.
  • Proven experience implementing and configuring ServiceNow Virtual Agent solutions in an enterprise environment.
  • Strong knowledge of the ServiceNow Service Catalog, including the configuration and management of catalog items, record producers, and request fulfillment processes.
  • Experience developing and configuring Virtual Agent conversation flows, topics, and workflows to support employee self-service capabilities.
  • Ability to configure and integrate Virtual Agent with ServiceNow Incident Management and Service Catalog functionality.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot and optimize Virtual Agent functionality.
  • Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and business stakeholders.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About the Company

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22nd Century Technologies, Inc.

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
1997
WEBSITE
https://www.tscti.com/careers-0