{"id":1223622,"url":"https://alion.io/job/hcltech-senioradministrator-servicenowjavascript","title":"SeniorAdministrator - ServiceNow,JavaScript","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Frontend","role_family":"Frontend","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"NLP","optional":false},{"name":"Node JS","optional":false},{"name":"OpenAI","optional":false},{"name":"Outlook","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-25T13:03:49Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T20:33:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nJob Description ServiceNow Virtual Agent & ITSM Integration Specialist Role Summary The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end to end self service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AI driven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules. This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA aware automation across chat, portal, and assisted support channels. Core Platform Responsibilities (ServiceNow - Mandatory) ServiceNow Virtual Agent & ITSM Development\nDesign and build Virtual Agent conversational flows using card based UI, conditional logic, and guided actions\nConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling\nImplement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flows\nDevelop policy aware self service actions aligned with entitlement, approval, and compliance rules\nBuild backend automation using Flow Designer and Integration Hub\nDevelop custom logic using Glide API (JavaScript)\nEnsure PII masking, audit logging, and enterprise compliance standards are met\nIntegrate ServiceNow Virtual Agent with external systems and internal platforms Extended Integration Responsibilities AI & Knowledge Integration (Added Skill Set)\nImplement AI based knowledge retrieval for “How to” and troubleshooting use cases\nConfigure intent detection and classification using ServiceNow Predictive Intelligence\nIntegrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIs\nConnect enterprise knowledge bases to chatbot flows for contextual responses\nEnsure content safety, governance, and policy compliance for AI driven responses Microsoft Ecosystem Integration (Added Skill Set)\nEnable Microsoft Teams chat actions and Outlook meeting scheduling via deep links\nImplement and secure Microsoft 365 authentication for ServiceNow initiated actions\nValidate integration approvals and security requirements\nDesign solutions with readiness for future Microsoft Graph API enhancements Human Handover & Escalation (Added Skill Set)\nImplement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload\nEnsure conversation transcript, ticket state, and SLA continuity during handover\nValidate agent tooling to support seamless continuation of user journeys\nPartner with AMCC and Service Desk teams for escalation design and testing Technical Skills & Technologies Mandatory\nServiceNow Virtual Agent Designer\nServiceNow ITSM (Incident, Request, SLA)\nFlow Designer & Integration Hub\nGlide API (JavaScript)\nREST API development Additional / Supporting\nServiceNow Predictive Intelligence\nJavaScript & Node.js\nPython\nRESTful APIs & OAuth authentication\nAWS fundamentals\nServiceNow DevOps & CI/CD basics Core Competencies\nConversational design and chatbot lifecycle management\nSecure API development and integration\nSLA driven automation and state management\nTesting, debugging, and optimization of chatbot and workflow solutions\nCollaboration with platform, product, and support teams Preferred Experience\nEnterprise Service Desk automation and digital workplace initiatives\nVirtual Agent containment and deflection optimization\nRegulated or compliance driven environments\nMulti platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)\nKey Responsibilities\nJob Description ServiceNow Virtual Agent & ITSM Integration Specialist Role Summary The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end to end self service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AI driven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules. This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA aware automation across chat, portal, and assisted support channels. Core Platform Responsibilities (ServiceNow - Mandatory) ServiceNow Virtual Agent & ITSM Development\nDesign and build Virtual Agent conversational flows using card based UI, conditional logic, and guided actions\nConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling\nImplement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flows\nDevelop policy aware self service actions aligned with entitlement, approval, and compliance rules\nBuild backend automation using Flow Designer and Integration Hub\nDevelop custom logic using Glide API (JavaScript)\nEnsure PII masking, audit logging, and enterprise compliance standards are met\nIntegrate ServiceNow Virtual Agent with external systems and internal platforms Extended Integration Responsibilities AI & Knowledge Integration (Added Skill Set)\nImplement AI based knowledge retrieval for “How to” and troubleshooting use cases\nConfigure intent detection and classification using ServiceNow Predictive Intelligence\nIntegrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIs\nConnect enterprise knowledge bases to chatbot flows for contextual responses\nEnsure content safety, governance, and policy compliance for AI driven responses Microsoft Ecosystem Integration (Added Skill Set)\nEnable Microsoft Teams chat actions and Outlook meeting scheduling via deep links\nImplement and secure Microsoft 365 authentication for ServiceNow initiated actions\nValidate integration approvals and security requirements\nDesign solutions with readiness for future Microsoft Graph API enhancements Human Handover & Escalation (Added Skill Set)\nImplement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload\nEnsure conversation transcript, ticket state, and SLA continuity during handover\nValidate agent tooling to support seamless continuation of user journeys\nPartner with AMCC and Service Desk teams for escalation design and testing Technical Skills & Technologies Mandatory\nServiceNow Virtual Agent Designer\nServiceNow ITSM (Incident, Request, SLA)\nFlow Designer & Integration Hub\nGlide API (JavaScript)\nREST API development Additional / Supporting\nServiceNow Predictive Intelligence\nJavaScript & Node.js\nPython\nRESTful APIs & OAuth authentication\nAWS fundamentals\nServiceNow DevOps & CI/CD basics Core Competencies\nConversational design and chatbot lifecycle management\nSecure API development and integration\nSLA driven automation and state management\nTesting, debugging, and optimization of chatbot and workflow solutions\nCollaboration with platform, product, and support teams Preferred Experience\nEnterprise Service Desk automation and digital workplace initiatives\nVirtual Agent containment and deflection optimization\nRegulated or compliance driven environments\nMulti platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)\nSkill Requirements\nJob Description ServiceNow Virtual Agent & ITSM Integration Specialist Role Summary The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end to end self service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AI driven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules. This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA aware automation across chat, portal, and assisted support channels. Core Platform Responsibilities (ServiceNow - Mandatory) ServiceNow Virtual Agent & ITSM Development\nDesign and build Virtual Agent conversational flows using card based UI, conditional logic, and guided actions\nConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling\nImplement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flows\nDevelop policy aware self service actions aligned with entitlement, approval, and compliance rules\nBuild backend automation using Flow Designer and Integration Hub\nDevelop custom logic using Glide API (JavaScript)\nEnsure PII masking, audit logging, and enterprise compliance standards are met\nIntegrate ServiceNow Virtual Agent with external systems and internal platforms Extended Integration Responsibilities AI & Knowledge Integration (Added Skill Set)\nImplement AI based knowledge retrieval for “How to” and troubleshooting use cases\nConfigure intent detection and classification using ServiceNow Predictive Intelligence\nIntegrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIs\nConnect enterprise knowledge bases to chatbot flows for contextual responses\nEnsure content safety, governance, and policy compliance for AI driven responses Microsoft Ecosystem Integration (Added Skill Set)\nEnable Microsoft Teams chat actions and Outlook meeting scheduling via deep links\nImplement and secure Microsoft 365 authentication for ServiceNow initiated actions\nValidate integration approvals and security requirements\nDesign solutions with readiness for future Microsoft Graph API enhancements Human Handover & Escalation (Added Skill Set)\nImplement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payload\nEnsure conversation transcript, ticket state, and SLA continuity during handover\nValidate agent tooling to support seamless continuation of user journeys\nPartner with AMCC and Service Desk teams for escalation design and testing Technical Skills & Technologies Mandatory\nServiceNow Virtual Agent Designer\nServiceNow ITSM (Incident, Request, SLA)\nFlow Designer & Integration Hub\nGlide API (JavaScript)\nREST API development Additional / Supporting\nServiceNow Predictive Intelligence\nJavaScript & Node.js\nPython\nRESTful APIs & OAuth authentication\nAWS fundamentals\nServiceNow DevOps & CI/CD basics Core Competencies\nConversational design and chatbot lifecycle management\nSecure API development and integration\nSLA driven automation and state management\nTesting, debugging, and optimization of chatbot and workflow solutions\nCollaboration with platform, product, and support teams Preferred Experience\nEnterprise Service Desk automation and digital workplace initiatives\nVirtual Agent containment and deflection optimization\nRegulated or compliance driven environments\nMulti platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)\nOther Requirements\nJob Description ServiceNow Virtual Agent & ITSM Integration Specialist Role Summary The ServiceNow Virtual Agent & ITSM Integration Specialist will be responsible for designing, building, and enhancing end to end self service and automation solutions on the ServiceNow platform. The role is centered on ServiceNow Virtual Agent and ITSM, with additional responsibility for AI driven knowledge integration, Microsoft ecosystem integrations, and human handover via Hercules. This role plays a critical part in reducing L1 dependency, improving containment, and ensuring compliant, SLA aware automation across chat, portal, and assisted support channels. Core Platform Responsibilities (ServiceNow - Mandatory) ServiceNow Virtual Agent & ITSM Development\nDesign and build Virtual Agent conversational flows using card based UI, conditional logic, and guided actions\nConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling\nImplement SLA logic, triggers, and state transitions for chatbot initiated and agent assisted flows\nDevelop policy aware self service actions aligned with entitlement, approval, and compliance rules\nBuild backend automation...","description_format":"text","description_chars":14386,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-09-25T13:03:49Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":13,"reasons":["conf:6","win:early","comp:brand"],"computed_at":"2026-09-26T03:27:07Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-senioradministrator-servicenowjavascript","json_url":"https://alion.io/job/hcltech-senioradministrator-servicenowjavascript.json","meta":{"generated_at":"2026-09-26T03:27:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3675,"day_limit":5000,"remaining_today":1325,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}