ServiceNow Virtual Agent & Analytics Specialist Neoskills

About Neoskills

Job Description

Position Summary

We are looking for an experienced ServiceNow Virtual Agent & Analytics Specialist to join our ServiceNow platform team. This role requires deep expertise in ServiceNow Virtual Agent (VA), NLU-based configurations, AI Search, Service Portal, and analytics. The ideal candidate will be responsible for building intelligent chatbot conversations, performing data-driven analysis, and delivering actionable insights to stakeholders for effective decision-making.

Key Responsibilities

• Design, develop, and configure custom Virtual Agent (VA) topics tailored to client requirements.

• Implement Natural Language Understanding (NLU)-based conversations for intelligent chatbot experiences.

• Enable and optimize AI Search capabilities for Knowledge Base (KB) and Service Catalog on the Service Portal.

• Customize and enhance the ServiceNow Service Portal to deliver intuitive user experiences.

• Build and maintain reports and dashboards within ServiceNow to support operational and strategic needs.

• Extract large data sets from ServiceNow for external analytics and business reporting.

• Conduct deep-dive analysis on platform data to solve business problems and support stakeholder decisions.

• Collaborate with clients to recommend the best-fit solutionwhether VA or Performance Analytics (PI)based on specific use cases.

• Translate data into clear, meaningful insights that reflect the current state of business functions.

• Develop strong, trust-based relationships with internal and external stakeholders through effective communication and delivery.

Required Qualifications

• Proven expertise in ServiceNow Virtual Agent and NLU configurations.

• Hands-on experience with AI Search enablement for Knowledge and Catalog items on Service Portal.

• Strong understanding of ServiceNow Service Portal customization.

• Deep knowledge of ServiceNow data structures, tables, and relationships.

• Proficiency in creating ServiceNow reports, dashboards, and performing complex data extraction.

• Minimum of 3+ years experience with the ServiceNow platform in a similar role.

• Experience working on large-scale, global ServiceNow implementations.

• Strong analytical, communication, and stakeholder management skills.

• Ability to work independently and deliver results in a fast-paced, dynamic environment.

Preferred Qualifications

• ServiceNow certifications (e.g., CSA, CAD, VAM, etc.).

• Experience in integrating ServiceNow data with external BI platforms.

• Exposure to Performance Analytics and data visualization best practices.

Why Join Us

• Work on cutting-edge ServiceNow implementations and innovation projects.

• Collaborate with global stakeholders and cross-functional teams.

• Enjoy a dynamic work environment with growth and learning opportunities.

• Be part of a team driving automation, intelligence, and insights across the organization.