Role Definition

Leads the design, development, testing, and continuous improvement of Chat-IT / ServiceNow Virtual Agent solutions. Owns end-to-end delivery of conversational experiences, ensuring alignment to business outcomes, platform standards, and enterprise service strategy. Provides technical leadership, drives backlog prioritization, and ensures quality execution across development, testing, and release cycles.

Responsibilities

• Lead design, development, and implementation of Virtual Agent topics, integrations, and supporting ServiceNow capabilities across medium to high complexity initiatives. Assist in future adoption of ServiceNow's generative AI portfolio – Now Assist, AI Agent Studio, AI Search, and LLM-powered skills – to evolve Chat-IT from scripted topics into an agentic, intent‑driven experience.
• Own end‑to‑end user‑story lifecycle, including creation, refinement, acceptance criteria, and readiness for sprint execution. ...