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Agent Productivity Specialist
2 months ago
Job Title : Agent Productivity Specialist
Location : 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 Description
We 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.
