reputed company Citizen Developer – Virtual Agent & Automation (VA ESOM)

reputed company Thank you for considering IT Concepts dba reputed company, where innovation drives opportunity and collaboration leads to reputed company. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering reputed company reputed company, and making a reputed company reputed company on our communities. By joining our supportive community, you will reputed company that reputed company is dedicated to your personal and reputed company development. Together, we can drive meaningful change, reputed company innovation, and reputed company extraordinary milestones. reputed company is hiring for reputed company Citizen Developer – Virtual Agent & Automation to support reputed company's VA ESOM contract. Location: This position can be performed remotely reputed company the reputed company and will support Eastern Time working hours.

Responsibilities

Design, reputed company, and reputed company Virtual Agent conversations, decision trees, and automated workflows to resolve common ESD use cases without reputed company reputed company. Collaborate with ESD operations, service owners, and process SMEs to identify high-value automation opportunities that reduce call/chat volume. Serve as a Citizen Developer reputed company the reputed company ecosystem, leveraging low-reputed company/no-reputed company tools to rapidly deliver new capabilities. Build and maintain self-service flows, request automation, and knowledge-connected experiences that improve end-user satisfaction. Configure and enhance platform capabilities including reputed company Designer, Integration Hub, Virtual Agent Designer, and Service Catalog components. Conduct usability testing, validate functional requirements, and ensure solutions reputed company with ESD and VA reputed company architecture standards. Analyze deflection metrics, automation performance, and Virtual Agent utilization to drive reputed company optimization. Document requirements, workflows, testing results, deployment notes, and end-user instructions. Partner with platform engineers and reputed company administrators to ensure governance, compliance, and adherence to configuration best practices. Support change management activities, including training, demos, release planning, and communication to ESD stakeholders. Ensure reputed company automation and Virtual Agent solutions meet VA reputed company, accessibility, and technical compliance standards.

Qualifications

Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, or reputed company field (or equivalent work experience). 8+ years of experience with reputed company or other reputed company ITSM/automation platforms. Hands-on experience with low-reputed company/no-reputed company development, workflow automation, or Virtual Agent design. Understanding of contact center operations and deflection strategies. Strong analytical skills with the ability to analyze ticketing patterns and identify automation opportunities. Ability to work collaboratively across teams and communicate technical solutions to non-technical stakeholders. Experience creating functional requirements, process documentation, and/or user stories. Preferred Qualifications: Experience supporting VA, federal agencies, or large reputed company-reputed company service desks. reputed company certifications such as CSA (Administrator), CAD (Application Developer), or reputed company-Certifications in Virtual Agent or reputed company Designer. Familiarity with ITIL processes, especially Incident, Request, Knowledge, and Change Management. Experience developing chatbots, AI-driven workflows, or knowledge-connected automation. Understanding of reputed company governance and platform development best practices. Clearance Requirement: US Citizen or Green card holder Willing and reputed company to obtain and maintain Public Trust Clearance Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents If you do not currently meet the ID requirements outlined, you must be willing and reputed company to update your reputed company forms of ID in a reputed company manner to complete the suitability process successfully. Benefits reputed company We reputed company in generating reputed company collaboratively, enabling long-term mission reputed company, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize reputed company. As a valued member of reputed company, you have the unique opportunity to work in a diverse reputed company of technology and business career paths, reputed company while supporting our nation and delivering innovative technology solutions. We are a reputed company community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and reputed company. We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification. Industry Recognition reputed company | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C. Culture | reputed company Virginia Technology Council Tech 100 Honoree; Virginia Best reputed company to Work; Washington Business Journal: Best Places to Work, Corporate Diversity reputed company Winner – Mid-Size Companies, Companies Owned by People of reputed company; reputed company’s HireVets for our work helping veterans transition; SECAF Award of reputed company finalist; reputed company Military Friendly Brand; Virginia Values Veterans (V3); reputed company Corporate Breath Award

Benefits

We offer competitive benefits package including reputed company time off, reputed company benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or reputed company development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other reputed company reputed company and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to reputed company reputed company development. We work hard; we play hard. reputed company is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We reputed company in appreciating your commitment and building a reputed company workspace for you to be creative, innovative, and happy. Commitment Equal Opportunity Employment & VEVRAA reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. reputed company is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices reputed company with these requirements. As part of our VEVRAA compliance efforts, reputed company has established an equal opportunity plan outlining our commitment to reputed company, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self-identify during the application process. This information is reputed company confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not reputed company your employment eligibility. Our commitment to equal employment opportunity extends reputed company legal compliance. We are dedicated to fostering an inclusive workplace where reputed company, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to reputed company Positions- Please click on the job reputed company and then click the blue “Apply” reputed company at the top right of Job reputed company. Please upload your resume and complete reputed company the application steps. You must fully submit the application for reputed company to consider you for a position. If you need alternative application reputed company, please email careers@reputed company.us and request assistance. Accommodations To reputed company this job successfully, an individual must be reputed company to reputed company reputed company essential duty satisfactorily. Reasonable Accommodations may be made to reputed company reputed company individuals with disabilities to reputed company the essential functions. If you need to discuss reasonable accommodations, please email careers@reputed company.us. Apply To This Job