ServiceNow Virtual Agent Technical Consultant

Job Description:

Who we are

We drive innovation - from advisory and implementation to managed services and beyond, powered by a global team of over 18,500 experts representing over 90 nations in more than 30 countries. With SAP at our core and a powerful ecosystem of partners like Microsoft and ServiceNow, we continuously improve solutions and AI-driven technology to make them work for companies - and for their people.
As part of NTT DATA, a $30+ billion business and technology services, AI and digital infrastructure leader. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 and, with experts in over 70 countries, co-innovates solutions that encourage experimentation and recognize great work. With us, you have endless opportunities to think big, act bold and take ownership. Make this the place where you belong, learn, and build your network.

We are looking for a ServiceNow Virtual Agent Technical Consultant to join our team, to implement and enhance AI-powered capabilities within the ServiceNow platform.

What you'll be doing

* Configure, implement, and optimize ServiceNow Virtual Agent and Now Assist capabilities.
* Develop and support initial AI Agent use cases for IT Service Management (ITSM).
* Configure conversational experiences, chatbot topics, and AI-driven workflows.
* Contribute to the technical implementation and governance of the AI Control Tower framework.
* Design and implement Agentic AI capabilities using ServiceNow AI features and best practices.
* Integrate AI solutions with ServiceNow workflows, knowledge management, and service request processes.
* Collaborate with business analysts, process owners, and platform teams to translate business requirements into AI-enabled solutions.
* Test, troubleshoot, and optimize AI implementations to ensure performance, accuracy, and user adoption.
* Document technical designs, configurations, and operational procedures.
* Stay current with emerging ServiceNow AI capabilities and recommend opportunities for continuous improvement.

What you'll bring along

* Bachelor's or Master's degree in Computer Science, Engineering, or equivalent experience
* At least 4 years of hands-on experience as a ServiceNow Virtual Agent Technical Consultant
* Hands-on experience with the ServiceNow platform.
* Experience implementing or configuring Now Assist, Virtual Agent, or ServiceNow conversational AI solutions.
* Knowledge of ServiceNow AI capabilities, chatbot development, and workflow automation.
* Understanding of ITSM processes and service delivery.
* Experience configuring Flow Designer and integrating AI capabilities into ServiceNow workflows.
* Experience with Agentic AI concepts and AI-powered service automation.
* Familiarity with AI Control Tower or AI governance frameworks.
* Experience implementing Generative AI capabilities within ServiceNow.
* Knowledge of Knowledge Management, Predictive Intelligence, or other ServiceNow AI features.
* ServiceNow certifications related to AI, Virtual Agent, or Platform development are an advantage.
* Strong analytical, troubleshooting, and problem-solving skills.
* Ability to work collaboratively with technical and business stakeholders.
* Strong communication skills and advanced English and German.

Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers and candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties that may try to impersonate NTT DATA recruiters, either in writing or by phone, in an attempt to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will be associated with an @nttdata.com email address. NTT DATA will not use any non-NTT DATA or personal email domains (Gmail, Yahoo, etc.) or personal communication channels (WhatsApp, Facebook etc) at any time during the recruitment process. If you suspect any fraudulent activity, please contact us.

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