Intelligent Virtual Assistant amp Self-ServiceAnalyst

2 months ago

Chakan, India Sperton Global AS Full time

Hi all

Role BusinessAnalyst

Seniority levelSenior

Locations Chakan (IN) or Lund(SE)

Remote 100%

Assignmentperiod 01 Nov 2024 TO30 Apr 2025

Assignmentdescription

we are looking for anIntelligent Virtual Assistant & SelfServiceAnalyst.


Descriptionof the activity:

As a ServiceNowIntelligent Virtual Assistant Analyst in a product development teamyou will play a crucial role in enhancing the user experiencewithin ServiceNow making users work simpler and moreseamless.


Collaboratingwith the team you will identify and implement opportunities toimprove solutions using the ServiceNow Virtual Agent and UserPortal. This will involve integrating and scripting these toolswith the existing systems to drive automation for both users andsupport teams.


Partof the job is to ensure that the knowledge source connected to theVirtual Agent is reliable by providing a simple and reliableKnowledge Managementprocess.


Descriptionof the role:

  • Analyzeusage data and identify problems solutions and improvementopportunities in a creative way.
  • Exploreevaluate and correctly document findings on possiblesolutions/integrations so decisions can be effectively takenafterwards.
  • Script solutions and createworkflows that will help achieving the goals that they set in theteam.
  • Create/ modify ServiceNow reports toproactively identify bottlenecks and improvement opportunitiesrelated to end user experience in ServiceNow. This includes VirtualAgent usage Knowledge management Employee portal and Now Mobileapp.
  • Document and share knowledge and expertisewith colleagues inside the team as well as a service team who willbe handling support and maintenance of each integration andsolution release ofproducts.


Specificskillsrequired:


Required:

  • Proficiencyin ServiceNow Virtual Assistant configuration andmaintenance.
  • Proficiency in ServiceNow flowdesigner.
  • Expertise in ServiceNow PlatformAnalytics (or reporting using different sources in the samereport).
  • Experience with ServiceNowintegrations and plugins (ingeneral).
  • Understanding of IT infrastructureand Enterprise Service Management.
  • Exceptionalcommunication and collaboration abilities in working withstakeholders and colleagues.
  • Good understandingof AI search andNLU.


Preferred:

  • Previousexperience with Virtual Agent topics inServiceNow.
  • Previous experience withJavaScript.
  • Previous experience in ServiceNowEmployee portal development.
  • Previousexperience/knowledge of UX or IXD.
  • Previousexperience working with scrum/kanban/scrumban agilemethodologies.
  • Previous experience withKnowledgemanagement.


Regards

srilalitha

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