Sr. ITSM VA (Virtual Agent) Developer

Senior ITSM VA Developer (Virtual Agent Developer)

Key Responsibilities

Virtual Agent Development

• Design, develop, and maintain enterprise-grade Virtual Agents and Chatbots.
• Build conversational flows, dialog trees, and self-service automation solutions.
• Develop AI-driven solutions to automate IT support and service management processes.
• Enhance user experience through intelligent conversational interfaces.

ITSM Process Automation

• Automate ITIL processes including:
  • Incident Management
  • Service Request Management
  • Change Management
  • Problem Management
  • Knowledge Management
• Develop automated ticket creation, routing, approvals, and notifications.
• Integrate Virtual Agents with service catalogs and knowledge bases.

Platform Development & Integration

• Configure and customize Virtual Agent frameworks within ITSM platforms.
• Develop integrations with enterprise applications, APIs, and third-party tools.
• Connect Virtual Agents with CMDB, Asset Management, HR, and business applications.
• Implement authentication and security controls for chatbot interactions.

Conversational AI & NLP

• Design and optimize Natural Language Processing (NLP) models.
• Train and maintain chatbot intents, entities, and conversation patterns.
• Analyze chatbot usage metrics and continuously improve accuracy.
• Implement AI-powered recommendations and self-healing capabilities.

Testing & Support

• Perform functional, integration, and user acceptance testing.
• Troubleshoot chatbot and workflow-related issues.
• Monitor chatbot performance and user engagement metrics.
• Provide production support and maintenance.

Stakeholder Collaboration

• Work closely with Architects, Business Analysts, Product Owners, and Service Management teams.
• Gather business requirements and translate them into conversation designs.
• Conduct demonstrations, workshops, and knowledge transfer sessions.

Provide recommendations for service automation and digital transformation initiatives.