Job Title:  Senior Consultant | ServiceNow | Hyderabad | ServiceNow

We’re looking for a ServiceNow Consultant with strong hands-on expertise in ITSM implementations and Virtual Agent (VA) to design, configure, and optimize enterprise service experiences. You’ll partner with stakeholders to translate business requirements into scalable ServiceNow solutions, with a primary focus on Incident, Problem, Change, Request and Virtual Agent topic design, NLU, and automation using Flow Designer.

Key Responsibilities

• Solution Design & Delivery
• Lead/participate in end-to-end delivery of ITSM modules: Incident, Problem, Change, Request, Knowledge, CMDB, SLAs.
• Design and implement Virtual Agent experiences: Topic flows, NLU models (intents, entities, utterances), response design, escalation to live agent, and deflection strategies.
• Configure Flow Designer, Workflow, Catalog Items, Record Producers, and UI Policies/Actions.
• Build/maintain integrations (REST/SOAP APIs, webhooks, MID Server, OAuth) with monitoring, ITOM, chat, or enterprise systems.
• Technical Implementation
• Develop using JavaScript / Glide API, Client Scripts, Business Rules, Script Includes, and ACLs.
• Set up VA Designer, NLU Workbench, and Knowledge integration for contextual answers.
• Implement CMDB data models (CIs, relationships), discovery mapping (nice-to-have), and data hygiene governance.
• Configure Performance Analytics (dashboards, KPIs, indicators) for ITSM and VA metrics.
• Consulting & Governance
• Run workshops, capture requirements, create solution designs, data models, and test plans.
• Drive UAT, cutover, and production rollout with clear documentation and hypercare support.
• Ensure platform security/compliance (ACLs, roles, properties, data policies) and tenant best practices.
• Create and maintain runbooks, knowledge articles, admin guides, and end-user training.

Must-Have Qualifications

• 4+ years hands-on experience on the ServiceNow platform, with 2+ years in ITSM implementations and 1+ year building Virtual Agent solutions.
• Strong proficiency in:
• ITSM: Incident, Problem, Change, Request, Knowledge, SLAs.
• Virtual Agent: Topic design, context variables, NLU (intents/entities), escalation to live agent, chat integrations (MS Teams, Web).
• Platform: JavaScript, Glide, Flow Designer, Catalog, IntegrationHub, Client & Server scripts.
• Integrations: REST/SOAP, MID Server, Authentication (OAuth/JWT), webhooks.
• Data & Security: ACLs, roles, groups, User Criteria, data policies, update sets, application scopes.
• Solid understanding of ITIL v3/v4 processes and service operations.

Excellent communication, stakeholder management, and documentation skills.