ServiceNow Architect

Position Overview Seeking a ServiceNow Engineer to support digital-first technology support initiatives focused on self-service, employee experience, virtual agents, AI-enabled support, workflow automation, and agent productivity. This role will help modernize support experiences and improve how users engage with technology services. Key Responsibilities:

• Employee Experience & Self-Service Enhance Employee Center experiences
• Improve knowledge management and self-service adoption
• Streamline support request experiences
• Reduce manual support interactions through automation
• Virtual Agent & AI Develop and enhance Virtual Agent capabilities
• Support emerging Now Assist initiatives
• Improve conversational support experiences
• Enhance search and knowledge discovery
• Workflows & Automation Build forms, record producers, workflows, and catalog items
• Improve routing and fulfillment processes
• Automate operational tasks
• Modernize support workflows
• Agent Experience Enhance Service Operations Workspace
• Implement Advanced Work Assignment (AWA)
• Improve skills-based routing and chat experiences
• Increase support team productivity

• 3+ years of software/platform/application engineering experience
• ServiceNow ITSM
• Virtual Agent
• Employee Center / Service Portal
• JavaScript
• ServiceNow Scripting
• Flow Designer
• Service Catalog
• Knowledge Management
• Problem solving and troubleshooting skills
• Agile experience

• Service Operations Workspace
• Advanced Work Assignment (AWA)
• Agent Chat
• Skills-Based Routing
• Platform Analytics / Performance Analytics
• IntegrationHub
• User journey or customer experience design

• Now Assist
• Generative AI within ServiceNow
• NLU to LLM migration experience
• AI-powered support solutions
• Contact center or service operations experience

OpenKyber is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

OpenKyber offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings. We look forward to working with you. OpenKyber. Employing the Future

For applications and inquiries, contact:View email address on us.fitly.work