ServiceNow Citizen Developer - Virtual Agent & Automation

Role Description

Kentro is hiring for ServiceNow Citizen Developer – Virtual Agent & Automation to support Kentro's VA ESOM contract.

This position can be performed remotely within the United States and will support Eastern Time working hours.

The salary for this position is between $115,000 – $125,000 annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

• Design, develop, and deploy Virtual Agent conversations, decision trees, and automated workflows to resolve common ESD use cases without human intervention.
• Collaborate with ESD operations, service owners, and process SMEs to identify high-value automation opportunities that reduce call/chat volume.
• Serve as a Citizen Developer within the ServiceNow ecosystem, leveraging low-code/no-code tools to rapidly deliver new capabilities.
• Build and maintain self-service flows, request automation, and knowledge-connected experiences that improve end-user satisfaction.
• Configure and enhance platform capabilities including Flow Designer, Integration Hub, Virtual Agent Designer, and Service Catalog components.
• Conduct usability testing, validate functional requirements, and ensure solutions align with ESD and VA enterprise architecture standards.
• Analyze deflection metrics, automation performance, and Virtual Agent utilization to drive continuous optimization.
• Document requirements, workflows, testing results, deployment notes, and end-user instructions.
• Partner with platform engineers and ServiceNow administrators to ensure governance, compliance, and adherence to configuration best practices.
• Support change management activities, including training, demos, release planning, and communication to ESD stakeholders.
• Ensure all automation and Virtual Agent solutions meet VA security, accessibility, and technical compliance standards.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, or related field (or equivalent work experience).
• 8+ years of experience with ServiceNow or other enterprise ITSM/automation platforms.
• Hands-on experience with low-code/no-code development, workflow automation, or Virtual Agent design.
• Understanding of contact center operations and deflection strategies.
• Strong analytical skills with the ability to analyze ticketing patterns and identify automation opportunities.
• Ability to work collaboratively across teams and communicate technical solutions to non-technical stakeholders.
• Experience creating functional requirements, process documentation, and/or user stories.

Requirements

• Experience supporting VA, federal agencies, or large enterprise-scale service desks.
• ServiceNow certifications such as CSA (Administrator), CAD (Application Developer), or Micro-Certifications in Virtual Agent or Flow Designer.
• Familiarity with ITIL processes, especially Incident, Request, Knowledge, and Change Management.
• Experience developing chatbots, AI-driven workflows, or knowledge-connected automation.
• Understanding of ServiceNow governance and platform development best practices.
• US Citizen or Green card holder.
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Activities and events including happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to building a positive workspace for creativity, innovation, and happiness.