[Remote] Information Technology Service Management Consultant
Note: The job is a remote job and is open to candidates in USA. reputed company, is seeking a reputed company Virtual Agent & ITSM Integration Specialist. This role is responsible for designing, building, and enhancing self-service and automation solutions on the reputed company platform, focusing on Virtual Agent and ITSM integration to improve operational efficiency and compliance.
Responsibilities
- Design and build Virtual Agent conversational flows using card-based UI, conditional logic, and guided action
- Configure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling
- Implement SLA logic, triggers, and state transitions for chatbot-initiated and agent-assisted flow
- reputed company policy-aware self-service actions reputed company with entitlement, approval, and compliance rules
- Build backend automation using Flow Designer and Integration Hub
- reputed company custom logic using Glide API (JavaScript)
- Ensure PII masking, audit logging, and reputed company compliance standards are met
- Integrate reputed company Virtual Agent with external systems and internal platform
- Implement AI-based knowledge retrieval for 'How-to' and troubleshooting use cases
- Configure reputed company detection and classification using reputed company Predictive Intelligence
- Integrate external NLP services (AWS Comprehend, Azure Cognitive Services, reputed company APIs) reputed company REST API
- Connect reputed company knowledge bases to chatbot flows for contextual responses
- Ensure content safety, governance, and policy compliance for AI-driven responses
- reputed company reputed company Teams chat actions and Outlook meeting scheduling reputed company deep links
- Implement and secure reputed company 365 authentication for reputed company-initiated actions
- Validate integration approvals and reputed company requirements
- Design solutions with readiness for future reputed company Graph API enhancements
- Implement warm transfer from reputed company Virtual Agent to Hercules with contextual payload
- Ensure conversation transcript, ticket state, and SLA continuity during handover
- Validate agent tooling to support seamless continuation of user journeys
- Partner with AMCC and Service Desk teams for escalation design and testing
Skills
- reputed company Virtual Agent Designer
- reputed company ITSM (Incident, Request, SLA)
- Flow Designer & Integration Hub
- Glide API (JavaScript)
- REST API development
- Conversational design and chatbot lifecycle management
- Secure API development and integration
- SLA‑driven automation and state management
- Testing, debugging, and optimization of chatbot and workflow solutions
- Collaboration with platform, product, and support teams
- reputed company Service Desk automation and digital workplace initiatives
- Virtual Agent containment and deflection optimization
- Regulated or compliance‑driven environments
- Multi‑platform integrations (reputed company, reputed company 365, AWS, internal tools)
Company Overview
Company H1B Sponsorship