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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