SME - ServiceNow,JavaScript
India
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Job Description
SME - ServiceNow,JavaScript
Chennai, Tamil Nadu

Job Summary

We are looking for a hands-on ServiceNow Technical Architect with strong expertise in ITSM and Virtual Agent (VA) to design and deliver scalable automation solutions.

The role requires deep involvement in solution design, development oversight, and integration architecture, with a strong focus on self-service, chatbot automation, and ITSM workflow orchestration.

Key Responsibilities

We are looking for a hands-on ServiceNow Technical Architect with strong expertise in ITSM and Virtual Agent (VA) to design and deliver scalable automation solutions. The role requires deep involvement in solution design, development oversight, and integration architecture, with a strong focus on self-service, chatbot automation, and ITSM workflow orchestration. . Architecture & Solution Design     Define end-to-end architecture for ServiceNow solutions with primary focus on:  o    ITSM (Incident, Request, SLA lifecycle) o    Virtual Agent (self-service and chatbot automation) •    Translate business requirements into scalable, automation-driven solutions •    Design conversational workflows integrated with backend ITSM processes  ServiceNow ITSM & Virtual Agent (Core Focus) •    Lead design and implementation of Virtual Agent conversational flows o    Intent recognition, topics, guided workflows •    Architect chatbot-driven ITSM automation o    Incident creation, request fulfillment, SLA orchestration •    Ensure alignment between:  o    Virtual Agent (front-end interaction) o    ITSM workflows (backend execution) 👉 Expected to have practical experience in building and deploying VA solutions, not just conceptual knowledge  Integration & Automation Architecture •    Design and oversee integrations using:  o    REST / SOAP APIs o    Integration Hub o    MID Server •    Integrate ServiceNow with:  o    Enterprise systems (HR, Identity, Monitoring tools) o    Collaboration platforms (Teams, portals, etc.) •    Ensure seamless data flow across chatbot → ITSM → downstream systems [ServiceNow...- Updated | Word]  Development Oversight (Hands-on Architecture) •    Provide technical guidance on:  o    Glide scripting (JavaScript) o    Flow Designer o    Automation logic •    Conduct code reviews and ensure adherence to best practices •    Drive performance optimization and scalability  Governance & Best Practices •    Define development standards for:  o    Virtual Agent design o    ITSM workflows o    Integrations •    Ensure:  o    Secure coding practices o    Compliance (PII masking, audit logging) o    SLA-driven automation behavior [RE: Descri...VA Bot SME | Outlook]  Stakeholder & Team Leadership •    Lead design workshops with business and L1/L2 teams •    Mentor developers on:  o    VA implementation o    ITSM automation best practices •    Align platform capabilities with business outcomes (deflection, containment, automation)  Required Skills & Qu

Skill Requirements

ITSM (Incident, Change, Request, Problem, Knowledge, CMDB)Virtual Agent framework and topic developmentFlow Designer, IntegrationHub, Scripted REST APIsService Portal / Employee Center (preferred)ACLs, Business Rules, Client Scripts, Script Includes



Other Requirements

JavaScript (ServiceNow scripting)REST / SOAP integrationsSQL basics for reporting and troubleshootingPowerShell or equivalent scripting experienceExperience with AWS Connect or other contact‑center integrations (preferred)
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.