Senior ServiceNow Virtual Agent Architect

Chenega Professional Services Strategic Business Unit; Springfield (VA); On-site; USD 165,000 - 250,000; Full time

Job summary

Chenega MIOS is seeking a Senior ServiceNow Developer (Virtual Agent / Now Assist) in Springfield, VA. You will architect, develop, integrate, test, and optimize Virtual Agent solutions for ITSM in a customized ServiceNow environment.

You will lead technical design reviews, mentor developers, and drive structured conversations with NLU readiness. This role requires TS/SCI clearance and polygraph, with a focus on scalable, secure workflows.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of hands‑on ServiceNow development, including at least 3+ years of ServiceNow 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

REST APIs

JavaScript

Flow Designer

Scripting

Agile

ITSM

Education

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

Tools

Flow Designer

IntegrationHub

Glide APIs

REST integrations

Job description

Chenega MIOS is seeking a Senior ServiceNow Developer (Virtual Agent / Now Assist) in Springfield, VA. You will architect, develop, integrate, test, and optimize Virtual Agent solutions for ITSM in a customized ServiceNow environment.

You will lead technical design reviews, mentor developers, and drive structured conversations with NLU readiness. This role requires TS/SCI clearance and polygraph, with a focus on scalable, secure workflows.