Long Term
Remote
8 hours per day
Asap, November 2021
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
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