Architect - Digital Experience

4 months ago

Hyderabad, India PepsiCo Full time
Overview Responsibilities Architect an Omnichannel Self-Service Ecosystem: Lead the design and implementation of a seamless self-service experience across ServiceNow's mobile app, virtual agent bot, It service portal, voice/IVR etc. Ensure the chatbot and other channels integrate seamlessly with the existing digital ecosystem. Drive Adoption Through Data-Driven Strategy: Analyse user data to identify the most impactful use cases and curate a self-service strategy that maximizes user adoption and satisfaction. Understand user facing, advanced features of ServiceNow ITSM, Mobile App, Virtual Agent, Employee Center Pro (ECPro) Design a user-friendly and engaging conversation flow: This means crafting a natural dialogue that users will find easy to follow. Consider the overall user experience-think about the entire interaction, including pre-chat ( how users find the chatbot), during chat (the conversation itself), and post-chat (providing follow-up information or next steps). Must be well-versed in Design Thinking and Experience Management. Become a Chatbot/Mobile App Guru: Continuously monitor chatbot performance, analyse user feedback, and implement data-driven improvements to optimize user interactions. Be able to design/strategize user journeys for best-in-class experience on digital channels, , mobile app, IT service portal, chatbot, and IVR. Stay ahead of the Curve: Stay updated on the latest Digital Service Desk technologies and best practices, including ServiceNow's newest offerings and relevant ITSM tools. Automate for Efficiency: Design and execute automation workflows to streamline user interactions and minimize manual interventions. Embrace Agile Principles: Apply Agile methodologies to deliver seamless customizations for our self-service platforms and applications. Deliver Exceptional Service Experience: Possess a deep understanding of the ITSM suite and leverage it to deliver exceptional customer service within the self-service ecosystem. Lead and Collaborate: Organize and prioritize development efforts, interface effectively with vendors and management, and potentially coordinate the work of additional administrators. Integration Architect: Consider dependencies, relationships, and integration points to ensure seamless integration of our self-service solutions with other systems. Storyteller and Doer: Effectively manage and execute complex user stories, translating high-level tasks into successful implementations. Org Change Management (OCM) & Adoption: Be able to land digital technologies well in the large organization and define strategies for high adoption rate. Qualifications

Years of Experience:

Bachelor’s degree in computer science, IT, or a related field, or equivalent experience.

Mandatory Tech Skills:

5+ years’ experience in Conversational AI platforms, chatbots, and voice bots (ServiceNow VA, Amelia, Azure AI/LUIS, , etc.) 6+ years of experience designing and developing IT service portals, chatbots, and ServiceNow mobile apps. 5+ years of Design Thinking & Experience Management 10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner.

Mandatory Non Tech Skills:

Must have very strong storytelling and MS PowerPoint skills. Ability to think creatively and solve problems independently. Passion for building user-friendly and engaging chatbot experiences. Understanding of Agile ways of working – Scrum ceremonies. Outstanding written and verbal communication skills in English and the ability to concisely express complex issues/solutions. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills Competitive compensation package. A flexible work environment that promotes a healthy balance between personal and professional life. A dynamic and inclusive culture. A supportive team that will foster your professional growth and development. Opportunity to work on relevant and impactful projects for the business. Opportunity to give back to the community with our volunteer programs.

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