Service Now Virtual Agent Solution Analyst

This is a remote position.

Position Title: Solution Analyst (Service Now Virtual Agent)

Location: Remote.

Duration: Full-Time.

The Position:

The Systems Analyst will play a pivotal role in refining and enhancing the ServiceNow Virtual Agent solutions including post-deployment analysis for improvement. The candidate will work with an Agile team to provide business and technical analysis support. Through thorough analysis of user interactions, feedback, and performance metrics, the analyst will identify opportunities for improvement, ensuring the chatbot continually evolves to meet organizational and user needs. Part of your role will be to define and implement conversational flows to solve complex user issues with ease

Role Specific Duties:

Experience developing SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing Agent Workspace/Chat and Virtual Agent

Experience with release/version upgrades including scheduling cloning and migration of data from instances with ServiceNow.

Define best practices for building conversational tools and educate the rest of the team about them.

Define and implement metrics to continuously measure the quality and experience of Chatbot conversations.

Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency.

Implement automated unit tests and integration tests for conversational flows.

Participate in Agile ceremonies related to their product team to ensure the work is getting completed the right way.

Has an oversight on design decisions and guides team to achieve key results for products assigned to them.

Advocate for and teach best practices for AI based Service Help Desk automation.

Build PA dashboards and reports as needed to demonstrate success.

You will be our customer advocate in influencing product roadmap and improvements.

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

At least 5 years of experience related to ServiceNow solutions with recent focus on Chatbot/Agent Workspace/Virtual agent components.

Understanding and experience of the NLU (Natural Language Understanding) model builder, configuration, and UIs.

A hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML

Understand Customer data by using NLU tooling and identify top issues that need to be automated.

Excellent problem-solving and debugging skills, with an attention to detail.

Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

Prior experience working in Agile environments and familiarity with related tools (e.g., JIRA) is a plus.

Experience in projects related to government services, customer experience, or financial services is a plus.