Intelligent Virtual Assistant & Self-Service Analyst

Assignment description

For our client Tetra Pak we are looking for an Intelligent Virtual Assistant & Self-Service Analyst.

Locations: Chakan (IN) or Remote: 100%

Description of the activity:

As a ServiceNow Intelligent Virtual Assistant Analyst in a product development team, you will play a crucial role in enhancing the user experience within ServiceNow, making users’ work simpler and more seamless.

Collaborating with the team, you will identify and implement opportunities to improve solutions using the ServiceNow Virtual Agent and User Portal. This will involve integrating and scripting these tools with the existing systems to drive automation for both users and support teams.

Part of the job is to ensure that the knowledge source connected to the Virtual Agent is reliable by providing a simple and reliable Knowledge Management process.

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.