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ServiceNow Developer (Virtual Agent/ Knowledge Base Expert)

Req id:  10899

Alpharetta, GA, US Virtual, US



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 





This position involves being part of a dynamic team environment responsible for the ServiceNow systems at OpenText.  Working closely with business stakeholders you will be part of a team that delivers advanced configurations that provide a world class experience for our customers and deliver enhancements that make internal operations more efficient.

ServiceNow is currently being used by two specific business groups, however OpenText is in the process of rolling out a new ServiceNow Customer Service Management (CSM) platform that will be a consolidation of multiple ticketing systems at OpenText.  This is your chance to get in on a major implementation at the ground floor.  To meet our self-service / case deflection targets this position will focus on the delivering the capability to the portal, which includes implementing functionality to support an extensive knowledge base and the creation of virtual agent workflows.  OpenText has a large product offering and we require someone that can design and manage all the workflows to support them.




  • Work closely with our business partners to define and implement:
    • SN Knowledge Base that includes the various taxonomies and attributes required to ensure customers can get to the information in a timely manner
    • SN Virtual Agent to boil down a complex product and service offering into a streamlined customer experience
  • Be responsible for the implementation and ongoing enhancements and support of Virtual Agent and the Knowledge Base
  • Ensure best practices are enforced and that advanced configurations don’t endanger future upgrades and system performance
  • Lead/contribute to the evaluation/execution of ServiceNow upgrades, reviewing Knowledge Base and Virtual Agent impact and making changes as needed
  • Work closely with other technical teams when we need to expose functionality to other OpenText sites.  E.g. exposing teaser text from our Knowledge Base to the OpenText www site
  • Participate in the full software development lifecycle
  • Adhere to IT Change Management and best practices
  • Investigate and fix advanced (3rd level) application issues




  • A bachelor’s degree, college diploma or equivalent experience (ServiceNow certifications) in software development
  • 7+ years of development/configuration experience on the ServiceNow platform including:
    • Customer Service Management
    • Virtual Agent
    • Knowledge Base
  • Proficiency working with MySQL, Microsoft SQL and/or Oracle PL-SQL
  • Experience working with API’s / Web Services (RESTful and SOAP)
  • An aptitude to learn new technology quickly
  • Effective documentation skills
  • Excellent written and oral communication skills
  • The ability to work independently and as part of a team
  • The ability to handle multiple streams of work effectively



At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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