[Remote] Information Technology Service Management Consultant

Note: The job is a remote job and is open to candidates in USA. Sira Consulting, an Inc 5000 company, is seeking a ServiceNow Virtual Agent & ITSM Integration Specialist. This role is responsible for designing, building, and enhancing self-service and automation solutions on the ServiceNow platform, focusing on Virtual Agent and ITSM integration to improve operational efficiency and compliance.ResponsibilitiesDesign and build Virtual Agent conversational flows using card-based UI, conditional logic, and guided actionConfigure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handlingImplement SLA logic, triggers, and state transitions for chatbot-initiated and agent-assisted flowDevelop policy-aware self-service actions aligned with entitlement, approval, and compliance rulesBuild backend automation using Flow Designer and Integration HubDevelop custom logic using Glide API (JavaScript)Ensure PII masking, audit logging, and enterprise compliance standards are metIntegrate ServiceNow Virtual Agent with external systems and internal platformImplement AI-based knowledge retrieval for 'How-to' and troubleshooting use casesConfigure intent detection and classification using ServiceNow Predictive IntelligenceIntegrate external NLP services (AWS Comprehend, Azure Cognitive Services, OpenAI APIs) via REST APIConnect enterprise knowledge bases to chatbot flows for contextual responsesEnsure content safety, governance, and policy compliance for AI-driven responsesEnable Microsoft Teams chat actions and Outlook meeting scheduling via deep linksImplement and secure Microsoft 365 authentication for ServiceNow-initiated actionsValidate integration approvals and security requirementsDesign solutions with readiness for future Microsoft Graph API enhancementsImplement warm transfer from ServiceNow Virtual Agent to Hercules with contextual payloadEnsure conversation transcript, ticket state, and SLA continuity during handoverValidate agent tooling to support seamless continuation of user journeysPartner with AMCC and Service Desk teams for escalation design and testingSkillsServiceNow Virtual Agent DesignerServiceNow ITSM (Incident, Request, SLA)Flow Designer & Integration HubGlide API (JavaScript)REST API developmentConversational design and chatbot lifecycle managementSecure API development and integrationSLA‑driven automation and state managementTesting, debugging, and optimization of chatbot and workflow solutionsCollaboration with platform, product, and support teamsEnterprise Service Desk automation and digital workplace initiativesVirtual Agent containment and deflection optimizationRegulated or compliance‑driven environmentsMulti‑platform integrations (ServiceNow, Microsoft 365, AWS, internal tools)Company OverviewSiRA Consulting is a Certified MBE consulting company that was founded in 2012. It was founded in 2012, and is headquartered in Houston, Texas, USA, with a workforce of 201-500 employees. Its website is https://siraconsultinginc.com.Company H1B SponsorshipSira Consulting, an Inc 5000 company has a track record of offering H1B sponsorships, with 2 in 2026, 14 in 2025, 50 in 2024, 42 in 2023, 63 in 2022, 86 in 2021, 70 in 2020. Please note that this does not guarantee sponsorship for this specific role.