Key skills
ServiceNow
About this role
Job Title: ServiceNow Technical Architect
Location: Remote
Key Responsibilities
1. Architecture & Solution Design
• Define end-to-end architecture for ServiceNow solutions with primary focus on:
o ITSM (Incident, Request, SLA lifecycle)
o Virtual Agent (self-service and chatbot automation)
• Translate business requirements into scalable, automation-driven solutions
• Design conversational workflows integrated with backend ITSM processes
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2. ServiceNow ITSM & Virtual Agent (Core Focus)
• Lead design and implementation of Virtual Agent conversational flows
o Intent recognition, topics, guided workflows
• Architect chatbot-driven ITSM automation
o Incident creation, request fulfillment, SLA orchestration
• Ensure alignment between:
o Virtual Agent (front-end interaction)
o ITSM workflows (backend execution)