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ServiceNow ITSM Business Analyst with Virtual Agent Expertise

hace 2 meses

Ciudad de México, Ciudad de México Infosys Limited A tiempo completo
About the Role

We are seeking an experienced ServiceNow ITSM Business Analyst to join our team at Infosys Limited. As a key member of our organization, you will be responsible for implementing ITSM solutions, including Virtual Agent, Agent Workspace, Playbook, and Interaction capabilities in ServiceNow.

Key Responsibilities
  • Develop a clear understanding of the client's business needs and end-state vision, analyzing business processes and their impact on the end-user experience.
  • Conceptualize and visualize end-user experiences that delight customers, communicating the value gained through improvements in functionality, design, and operations.
  • Build strong relationships with clients, leveraging your exceptional people skills to drive success.
  • Review, analyze, and evaluate processes, systems, and user needs for planned projects, ensuring alignment with the enterprise's business plan.
  • Work closely with business partners to define and gather requirements for implementing SN Virtual Agent, developing conversational flows to solve complex user issues.
  • Define and implement metrics to measure the quality and experience of bot conversations, ensuring continuous improvement.
  • Implement automated unit tests and integration tests for conversational flows, driving efficiency and quality.
  • Be responsible for the implementation and ongoing enhancements and support of Virtual Agent and associated modules/products.
  • Collaborate with developers to provide necessary guidance and ensure successful project delivery.
  • Discover new ideas to improve ServiceNow conversation engine, dialog generation, and development efficiency, advocating for best practices in AI-based ITSM automation.
Requirements
  • Minimum 9 years of experience in implementing ITIL, ITSM solutions at a functional consultant/BA capacity.
  • At least 3 implementations experience on Virtual Agent at a Business Analyst/SME capacity.
  • Knowledge of the ITIL v3 service life cycle and ITSM & ServiceNow best practices.
  • Practical experience with agile methodologies/tools, writing user stories, and sprint grooming.
  • Strong communication skills, both written and verbal, with the ability to describe technical solutions in business terms.
  • Experience in working with multi-vendor development environments.
  • Interacts cross-functionally on matters requiring coordination across the organization, collaborating well with other groups.
  • Experience of working with the ServiceNow platform for global customers.
Technical Skills
  • Working understanding of the Virtual Agent Designer, Virtual Agent conversational interface, and configuration.
  • Knowledge of designing conversation flows.
  • Understanding of the NLU model builder and configuration.
  • Basics of NLU (Intents, Entities).
  • Designing NLU model by adding representative sample utterances.
  • Adding customer-specific nomenclature to the NLU models.
  • Knowledge of ServiceNow integrations for third-party enterprise messaging applications like Slack, Microsoft Teams, etc.
  • Understanding in creating conversational custom chat integrations with other chat providers.
  • Understanding of testing and deployment of NLU models.
  • Expertise with ServiceNow scripting.
  • Possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML.
  • Experience with natural language understanding technology and conversational UIs.
  • Build PA dashboards and reports as needed to demonstrate success.
  • Requirements gathering, functional requirements, documenting user stories, acceptance criteria, defect/bug tracking and reporting, SDLC, Agile/Scrum, API.
About Us

Infosys Limited is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.