ServiceNow Integration Specialist

Key Responsibilities:

Virtual Agent & Knowledge Management:

- Maintain and update virtual agent knowledge bases, intents, and conversation flows.

- Collaborate with subject-matter experts to write and refine knowledge articles.

- Ensure content accuracy, readability, and alignment with organizational standards.

- Monitor agent performance and identify opportunities to improve coverage, routing, or automation.

Testing & Quality Assurance:

- Design and execute test plans for new intents, flows, and integrations.

- Perform regression testing for each release cycle.

- Validate logic, fallback behavior, and escalation paths.

- Track defects, document findings, and partner with developers for remediation.

Analytics & Reporting:

- Analyze interaction logs, deflections, resolution rates, and user satisfaction.

- Identify trends in user behavior and make data-driven recommendations.

- Develop and maintain reporting (Five9, Excel, or ServiceNow Reporting) to surface insights for stakeholders.

Operations & Continuous Improvement:

- Support day-to-day monitoring of virtual agent availability, performance, and accuracy.

- Participate in roadmap development for future improvements and automations.

- Assist with documentation, process updates, and governance activities.

- Partner with service desk teams to ensure alignment between live agent and virtual agent experiences.