ServiceNow Techno-Functional Consultant – Virtual Agent, HRSD, AI & Portal Development

Job Summary:

ServiceNow Techno-Functional Consultant

Key Responsibilities:

🔧 Development & Configuration:

• Design and implement end-to-end solutions across the ServiceNow platform with focus on HRSD and Virtual Agent.
• Develop custom widgets, UI pages, and components using 

  Service Portal

  , 

  HTML/CSS

  , 

  AngularJS

  , and 

  JavaScript

  .
• Build and optimize 

  Virtual Agent topics

  , 

  NLU models

  , and conversational flows for HR, IT, and cross-functional use cases.
• Utilize 

  AI Search

  , 

  Generative AI

  , and machine learning features in ServiceNow to enhance user interactions and data insights.
• Configure and maintain ServiceNow components including Business Rules, Client Scripts, UI Policies, Catalog Items, and Flow Designer.

🧩 Techno-Functional Consulting:

• Partner with HR and IT business units to gather requirements, conduct fit-gap analysis, and document functional specs.
• Translate functional needs into technical specifications and scalable solutions.
• Support HRSD modules including Case & Knowledge Management, Lifecycle Events, and Employee Center Pro.

🔄 Integration & Architecture:

• Develop and support integrations between ServiceNow and third-party systems like Workday, SuccessFactors, or Microsoft Teams.
• Use 

  IntegrationHub

  , 

  REST/SOAP APIs

  , and custom scripts for data exchange and automation.

🧪 Testing, Deployment & Support:

• Lead and support UAT/SIT, issue resolution, and post-deployment support activities.
• Maintain platform performance, troubleshoot production issues, and provide ongoing enhancements.

📄 Documentation & Governance:

• Document technical specifications, process flows, configuration guides, and architectural decisions.
• Adhere to ServiceNow best practices and organizational development standards.

Required Skills & Experience:

• 8+ years

   of hands-on experience with the ServiceNow platform.
• At least 4

  –5years

   of experience in 

  HR Service Delivery (HRSD)

   and 

  Virtual Agent

  .
• Strong knowledge of 

  ServiceNow development

  : Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer, etc.
• Proficient in 

  Service Portal customization

  , including widget development, portal theming, and branding.
• Experience with 

  NLU/AI Search/Generative AI

   capabilities in ServiceNow or similar platforms.
• Experience in implementing or maintaining 

  Employee Center / Employee Center Pro

  .
• Exposure to Agile/Scrum environments with tools like JIRA or Azure DevOps.

Preferred Qualifications:

• ServiceNow certifications such as:

• Certified System Administrator (CSA)

• Certified Implementation Specialist – HRSD

• Certified Application Developer (CAD)

• Virtual Agent or AI Micro-Certifications

• Experience with 

  multi-language

   and 

  accessibility

   support in Service Portal.
• Knowledge of 

  ServiceNow App Engine

  , 

  Custom Apps

  , or 

  AI/ML models

   using ServiceNow’s AI capabilities.

Soft Skills:

• Strong communication and stakeholder management skills.
• Analytical thinking with a proactive, solution-oriented mindset.
• Ability to work independently and in cross-functional teams.
• Keen interest in emerging ServiceNow capabilities like GenAI, predictive intelligence, and citizen development.