Digital Workplace Strategist

5 days ago


RemoteCoimbatoreHyderabad, India QBrainX Full time

Job Title

Digital Workplace Strategist - Knowledge Management and Automation Expert

About the Role

We are seeking a highly skilled Digital Workplace Strategist to join our team at QBrainX. As a key member of our organization, you will play a pivotal role in driving the development and optimization of our digital workplace services delivered on ServiceNow.

Key Responsibilities

  • Design, implement, and govern knowledge management processes within ServiceNow, ensuring alignment with organizational goals.
  • Develop, update, and maintain knowledge articles, ensuring content is accurate, relevant, and user-friendly.
  • Promote the adoption of knowledge management tools, empowering employees and customers to utilize self-service capabilities for faster issue resolution and improved operational efficiency.
  • Continuously monitor and assess virtual agent performance and knowledge base utilization, identifying areas for improvement and optimization.
  • Leverage the latest ServiceNow updates and features to enhance virtual agent and knowledge management functionalities.
  • Actively gather and analyze user feedback to refine virtual agent interactions and knowledge content, ensuring ongoing relevance and effectiveness.
  • Design and conduct comprehensive training sessions for end-users to maximize the effective use of virtual agents and knowledge management tools.
  • Provide ongoing troubleshooting and technical support to ensure the smooth functioning of virtual agents and knowledge systems, resolving issues swiftly.
  • Partner with IT, customer service, and business stakeholders to understand requirements, aligning virtual agent and knowledge management solutions with broader business strategies.

Requirements

  • Minimum 5 years of experience in ServiceNow architecture, solution design, and solution implementation.
  • Very good understanding of ServiceNow development and implementation of best practices.
  • Experience with ServiceNow Virtual Agent.
  • Experience with Chat Bot technologies in general.
  • Ideal experience with other Digital Workplace and End-user Support related tooling, such as Contact Center Solutions, Nexthink, MS Teams, etc.
  • Software development experience.
  • Basic understanding of IT User Support processes.
  • Basic understanding of digital workplace services.
  • Data Protection understanding and GDPR awareness.

Competitive Salary Range

The estimated salary for this position is $120,000-$180,000 per year, depending on qualifications and experience.



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