Overview

Senior ServiceNow Developer (Virtual Agent / Now Assist)

Springfield, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

The Senior ServiceNow Developer (Virtual Agent / Now Assist) will be responsible for hands-on architecture, development, integration, testing, and optimization of ServiceNow Virtual Agent solutions for ITSM. The Senior ServiceNow Virtual Agent Developer will be the technical SME for conversational self-service, workflow automation, and future NLU/AI readiness in a customized ServiceNow environment.

Responsibilities

• Design, configure, develop, and maintain Virtual Agent topics, topic blocks, guided conversations, reusable components, and escalation paths.
• Integrate Virtual Agent with Incident, Request, Service Catalog, Knowledge, and customized ITSM processes using Flow Designer, IntegrationHub, JavaScript, Glide APIs, and REST APIs.
• Build automated self-service workflows for incident status, service requests, knowledge retrieval, and common troubleshooting needs.
• Evaluate existing customizations, technical dependencies, platform security, scalability, and upgrade impacts; define sustainable integration approaches.
• Implement structured conversations and keyword-based interactions; configure NLU intents and entities when available and licensed.
• Assess Now Assist and generative AI readiness, licensing, governance, and security; support future proofs of concept.
• Lead design reviews, estimates, Agile sprint planning, code reviews, technical documentation, and developer mentoring.
• Execute unit, integration, regression, and acceptance testing; track completion, escalation, and self-service performance metrics.
• Other duties as assigned.

Qualifications

Bachelor’s degree in Computer Science, Information Systems, or related field with 8+ years of relevant experience, or equivalent education and experience.

5+ years of hands-on ServiceNow development, including at least 3+ years of ServiceNow Virtual Agent implementation or support.

Demonstrated senior technical ownership of enterprise ServiceNow design, scripting, integrations, and production troubleshooting.

Experience supporting heavily customized ServiceNow workflows and controlled production releases.

Ability to meet contract-specific access requirements and successfully pass background and drug screening.

TS/SCI Security Clearance required and ability to pass a polygraph.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• ServiceNow CIS-ITSM, ITIL 4 Foundation, or advanced Virtual Agent training.
• Proficiency in Virtual Agent Designer, JavaScript, Glide APIs, Flow Designer, ITSM, Service Catalog, and REST integrations.
• Hands-on experience with NLU, Now Assist, AI Search, Agent Chat, Microsoft Teams, or Performance Analytics.

Knowledge, Skills and Abilities:

• Expert knowledge of conversational workflow design, ServiceNow scripting, integration, testing, and secure platform architecture.
• Ability to work independently and collaboratively across multiple time-sensitive assignments.
• Excellent technical analysis, troubleshooting, written documentation, and stakeholder communication skills.
• Ability to explain technical risks and tradeoffs to government and contractor leadership.
• Proficiency with Microsoft Office applications and remote collaboration tools.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications.
• Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News

Chenega MIOS News

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

• Chenega MIOS web site
• Glassdoor
• LinkedIn
• Facebook