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Agent Productivity Specialist

2 months ago

Delhi, India PivoTDive Full time
Job Title : Agent Productivity SpecialistLocation : Remote (If Local to Hyderabad, it will be WFO)Duration : Contract position (with possible extension)

Required skills: ServiceNow, ITSM, ITAM, ITOM, Automation tools, Agile methodology.

Job DescriptionWe are seeking a dynamic and results-oriented Agent Productivity Specialist to enhance the efficiency and effectiveness of our IT agent and operator teams. The ideal candidate will possess a deep understanding of IT agent roles, workflows, and challenges, coupled with a strong technical proficiency in ServiceNow. This role requires a keen eye for process improvement, a passion for automation, and a commitment to delivering exceptional agent experiences.

Responsibilities:Conduct in-depth analysis of agent and operator workflows to identify pain points, inefficiencies, and opportunities for automation.Design and implement innovative solutions leveraging ServiceNow platform capabilities, including UI Builder, JavaScript, and Seismic framework, to streamline agent tasks and improve overall productivity.Develop and maintain agent-facing tools and dashboards to provide real-time insights and support decision-making.Collaborate with IT teams to understand their needs and translate them into actionable requirements.Provide ongoing training and support to agents on new tools and processes.Measure and analyze the impact of implemented solutions on agent productivity and customer satisfaction.Stay up-to-date with industry trends and best practices in agent productivity and automation.

Preferred Qualifications:Experience with ITSM, ITOM, and ITAM frameworks (ITIL, SIAM).Knowledge of workflow automation tools and platforms.Experience with Agile methodologies.