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ServiceNow ITSM Business Analyst with Virtual Agent
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Esta es una vacante externa, deberás completar el proceso en el sitio de la empresa.
Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Administrador de sistemas
Educación mínima requerida:
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PresencialDescripción
ServiceNow ITSM Business Analyst with Virtual Agent experience
Looking for an experienced ServiceNow Business Analyst to implement ITSM including Virtual Agent, Agent Work space, Playbook, Interaction capabilities in ServiceNow. Part of your role is to Requirements gathering, Functional Requirements, documenting user stories, Acceptance criteria, Defect/Bug Tracking and Reporting and work with developers to implement.
What you get to do in this role
Develop a clearly defined vision demonstrating your understanding of the client's desired business needs and end state. Analyze business processes and how those business processes can impact the end user experience.
Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow. Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
Develop client relationships easily as your people skills are on point.
The Business Analyst is responsible for the review, analyze, and evaluate processes, systems, and user needs for planned projects based on the business plan of the enterprise.
Work closely with business partners to define and gather requirements for implementing SN Virtual Agent
Define and implement conversational flows to solve complex user issues with ease
Develop chatbot conversations with rich content and tailored experience across various channels
Define best practices for building conversational tools and educate the rest of the team about them
Define and implement metrics to continuously measure the quality and experience of bot conversations
Implement automated unit tests and integration tests for conversational flows
Be responsible for the implementation and ongoing enhancements and support of Virtual Agent and associated modules/products
Work closely with the developer and provide necessary guidance to them in developing the user stories
Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency
Advocate for and teach best practices for AI based ITSM automation
You will be our customer advocate in influencing product roadmap and improvements
Experience
Minimum 9 years of overall experience in implementing ITIL, ITSM solutions at a functional consultant/BA capacity
At least 3 implementations experience on Virtual agent at a Business Analyst/SME capacity
Knowledge of the ITIL v3 service life cycle and ITSM & ServiceNow best practices
Practical experience with agile methodologies/tools, writing user stories and sprint grooming
Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business
Experience in working with multi-vendor development environment
Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information
Experience of working with ServiceNow platform for global customers
Technical Skills
Working understanding of the Virtual Agent Designer Virtual Agent conversational (client) interface, Virtual Agent Designer, Live agent support and Configuration
Having knowledge on designing conversation flows
Understanding of the NLU model builder, configuration
Basics of NLU (Intents, Entities)
Designing NLU model by adding representative sample utterances
Adding customer specific Nomenclature to the NLU models
Having knowledge on ServiceNow integrations for third-party enterprise messaging applications like Slack, Microsoft Teams etc.,
Understanding in creating
conversational custom chat integrations
with other chat providers
Understanding of testing and deployment of NLU models
Expertise with ServiceNow scripting
Possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML
You have experience with natural language understanding technology and conversational UIs
Build PA dashboards and reports as needed to demonstrate success
Requirements gathering, Functional Requirements, documenting user stories, Acceptance criteria, Defect/Bug Tracking and Reporting, SDLC, Agile/Scrum, API.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.
ID: 19282209
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