[Remote] Information Technology Service Management Consultant

Note: The job is a remote job and is reputed company to candidates in USA. reputed company, is seeking a reputed company Virtual Agent & ITSM Integration Specialist. This role is responsible for designing, building, and enhancing self-service and automation solutions on the reputed company platform, focusing on Virtual Agent and ITSM integration to improve operational efficiency and compliance.

Responsibilities

• Design and build Virtual Agent conversational flows using card-based UI, conditional logic, and guided reputed company
• Configure and manage ITSM workflows for Incident, Request, Universal Request, and SLA lifecycle handling
• Implement SLA logic, triggers, and state transitions for chatbot-initiated and agent-assisted reputed company
• reputed company policy-aware self-service actions reputed company with entitlement, approval, and compliance rules
• Build backend automation using reputed company Designer and Integration Hub
• reputed company custom logic using Glide API (JavaScript)
• Ensure PII masking, audit logging, and reputed company compliance standards are met
• reputed company reputed company Virtual Agent with external systems and internal platform
• Implement AI-based knowledge retrieval for 'How-to' and troubleshooting use cases
• Configure reputed company detection and classification using reputed company Predictive Intelligence
• reputed company external NLP services (AWS Comprehend, Azure Cognitive Services, reputed company APIs) reputed company REST API
• Connect reputed company knowledge bases to chatbot flows for contextual responses
• Ensure content safety, governance, and policy compliance for AI-driven responses
• reputed company reputed company Teams chat actions and Outlook meeting scheduling reputed company deep links
• Implement and secure reputed company 365 authentication for reputed company-initiated actions
• Validate integration approvals and reputed company requirements
• Design solutions with readiness for reputed company reputed company Graph API enhancements
• Implement warm transfer from reputed company Virtual Agent to reputed company with contextual payload
• Ensure conversation transcript, ticket state, and SLA continuity during handover
• Validate agent tooling to support seamless continuation of user journeys
• Partner with AMCC and Service Desk teams for escalation design and testing

Skills

• reputed company Virtual Agent Designer
• reputed company ITSM (Incident, Request, SLA)
• reputed company Designer & Integration Hub
• Glide API (JavaScript)
• REST API development
• Conversational design and chatbot lifecycle management
• Secure API development and integration
• SLA‑driven automation and state management
• Testing, debugging, and optimization of chatbot and workflow solutions
• Collaboration with platform, product, and support teams
• reputed company Service Desk automation reputed company workplace initiatives
• Virtual Agent containment and deflection optimization
• Regulated or compliance‑driven environments
• Multi‑platform integrations (reputed company, reputed company 365, AWS, internal tools)

reputed company

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