Sr. ServiceNow Virtual Agent,
Remote (Redmond, WA)
6+ Months
Phone + Skype
Responsibilities:
Remote (Redmond, WA)
6+ Months
Phone + Skype
Responsibilities:
- Generate and review reports; analyze the data to determine updates for ServiceNow Virtual Agent, NLU and Topics
- Configure and enhance core application, including, but not limited to, Service Catalog, Service Portal, Incidents, Knowledge Base, Management, Project & Portfolio, and Reporting
- Administer ServiceNow platform, including issue and performance mitigation, health checks
- Write clear, concise and accurate technical documentation, like requirements, system architecture design, use case diagrams, sequence diagrams and class diagrams
- Load, manipulate and maintain data between ServiceNow and other systems
- Participate in deployment of features and ServiceNow releases
- Support the development and growth of services delivered by the organization
- Ability to prioritize tasks to meet business needs and stay within documented service level agreements
- Ability to ensure that solutions to complex issues are quickly discovered, implemented, and documented
- Ability to handle confidential information and material with the highest degree of professionalism
- Ability to make decisions based on data and desire to undertake increasingly complex tasks; fast learner
- Ability to collaborate effectively across the team and the organization; strong communication skills
- Ability to work independently and as part of a team; demonstrated self-direction and attention to detail
- Exceptional support skills; quick thinking, open-minded, motivated
- Strong organization and process improvement skills
- 4-year Bachelor's degree in Math, Statistics, Computer Science, Information Systems, or an equivalent technical field
- 5+ years experience in analysis, design, development and implementation of ServiceNow applications
- 2+ years experience ServiceNow Virtual Agent and NLU
- 2+ years experience HTML
- ServiceNow Certified Administrator, Micro Certification Virtual Agent
- Understanding and knowledge of formatting and templating
- Understanding and knowledge of readability and accessibility
- Understanding and knowledge of Agile framework, and familiarity with Azure DevOps
- Project management, demand management, and configuration management experience