Senior ServiceNow Virtual Agent Architect

Chenega MIOS SBU; Springfield (VA); On-site; USD 165,000 - 250,000; Full time

Job summary

Chenega MIOS SBU in Springfield, VA seeks a Senior ServiceNow Developer specializing in Virtual Agent and Now Assist to architect, develop, integrate, test, and optimize ServiceNow Virtual Agent solutions for ITSM.

You will lead design reviews, mentor junior developers, and drive end-to-end self-service workflows, ensuring secure, scalable platform solutions for government operations.

Qualifications

• 8+ years of relevant experience or equivalent education.
• 5+ years of hands-on ServiceNow development with 3+ years Virtual Agent implementation or support.
• Demonstrated senior technical ownership of enterprise ServiceNow design, scripting, integrations, and production troubleshooting.
• Ability to meet contract-specific access requirements and successfully pass background and drug screening.
• TS/SCI Security Clearance required and ability to pass a polygraph.

Responsibilities

• Design, configure, develop, and maintain Virtual Agent topics, topic blocks, guided conversations, reusable components, and escalation paths.
• Integrate Virtual Agent with Incident, Request, Service Catalog, Knowledge, and customized ITSM processes using Flow Designer, IntegrationHub, JavaScript, Glide APIs, and REST APIs.
• Build automated self-service workflows for incident status, service requests, knowledge retrieval, and common troubleshooting needs.
• Evaluate existing customizations, technical dependencies, platform security, scalability, and upgrade impacts; define sustainable integration approaches.
• Implement structured conversations and keyword-based interactions; configure NLU intents and entities when available and licensed.
• Assess Now Assist and generative AI readiness, licensing, governance, and security; support future proofs of concept.
• Lead design reviews, estimates, Agile sprint planning, code reviews, technical documentation, and developer mentoring.
• Execute unit, integration, regression, and acceptance testing; track completion, escalation, and self-service performance metrics.
• Other duties as assigned.

Skills

ServiceNow

Virtual Agent

Now Assist

Flow Designer

IntegrationHub

JavaScript

REST APIs

ITSM

Scripting

Education

Bachelor’s degree in Computer Science/Information Systems or related field

Tools

Glide APIs

REST APIs

Job description

Chenega MIOS SBU in Springfield, VA seeks a Senior ServiceNow Developer specializing in Virtual Agent and Now Assist to architect, develop, integrate, test, and optimize ServiceNow Virtual Agent solutions for ITSM.

You will lead design reviews, mentor junior developers, and drive end-to-end self-service workflows, ensuring secure, scalable platform solutions for government operations.