Virtual Assistant
4 weeks ago
Description of the role:
- Analyze usage data and identify problems, solutions and improvement opportunities in a creative way.
- Explore, evaluate and correctly document findings on possible solutions/integrations so decisions can be effectively taken afterwards.
- Script solutions and create workflows that will help achieving the goals that they set in the team.
- Create/ modify ServiceNow reports to proactively identify bottlenecks and improvement opportunities related to end user experience in ServiceNow. This includes Virtual Agent usage, Knowledge management, Employee portal and Now Mobile app.
- Document and share knowledge and expertise with colleagues inside the team as well as a service team who will be handling support and maintenance of each integration and solution release of products.
Specific skills required:
Required:
- Proficiency in ServiceNow Virtual Assistant configuration and maintenance.
- Proficiency in ServiceNow flow designer.
- Expertise in ServiceNow Platform Analytics (or reporting using different sources in the same report).
- Experience with ServiceNow integrations and plugins (in general).
- Understanding of IT infrastructure and Enterprise Service Management.
- Exceptional communication and collaboration abilities in working with stakeholders and colleagues.
- Good understanding of AI search and NLU.
Preferred:
- Previous experience with Virtual Agent topics in ServiceNow.
- Previous experience with JavaScript.
- Previous experience in ServiceNow Employee portal development.
- Previous experience/knowledge of UX or IXD.
- Previous experience working with scrum/kanban/scrumban agile methodologies.
- Previous experience with Knowledge management.
Required skills
- NLU
- AI Search
- Enterprise Service Management
- ServiceNow
- ServiceNow Virtual Assistant
Preferred skills
- Knowledge Management
- Agile
- Javascript
Languages
- English (Proficient)
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