Requirements:

Business Analyst – self-service solutions

• • Experience with analysing and improving self-service solutions (Service portals, knowledge documents,
• • Virtual Agent dialogues, Service Request forms)
• • Experience in driving user-centric support experience and shift-left strategies
• • Experience in conducting research: individual in-depth interview, focus groups, usability tests
• • Excellent written and verbal communication skills in English

Specialist ServiceNow data, reporting & analytics

• • Significant hands-on expertise with ServiceNow or proven ServiceNow implementation experience
• • Expert knowledge of Performance Analytics module of ServiceNow
• • Has deep understanding of Service Portfolio design, including establishment of appropriate Business
• • Services, Service Offerings & Configuration Items
• • Some experience in service request design and process flow mapping

Virtual Agent / Natural Language Processing Specialist

• • Proven experience with design and creation of Virtual Agent dialogues (ServiceNow, Watson, other chatbot systems)
• • Understands Natural Language Understanding (NLU) models and related concepts
• • Excellent written and verbal communication skills in English
• • Overall Additional skills across all resources
• • Solid understanding of ITIL
• • Organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision
• • A team player
• • Previous experience working with/within Agile teams will be an advantage