ServiceNow Integrations & Virtual Agent Specialist

Key Responsibilities:

Virtual Agent & Knowledge Management:

• Maintain and update virtual agent knowledge bases, intents, and conversation flows.
• Collaborate with subject‑matter experts to write and refine knowledge articles.
• Ensure content accuracy, readability, and alignment with organizational standards.
• Monitor agent performance and identify opportunities to improve coverage, routing, or automation.

Testing & Quality Assurance:

• Design and execute test plans for new intents, flows, and integrations.
• Perform regression testing for each release cycle.
• Validate logic, fallback behavior, and escalation paths.
• Track defects, document findings, and partner with developers for remediation.

Analytics & Reporting:

• Analyze interaction logs, deflections, resolution rates, and user satisfaction.
• Identify trends in user behavior and m...