Job Description

ServiceNow ITSM Business Analyst with Virtual Agent experience
Looking for an experienced ServiceNow Business Analyst to implement ITSM including Virtual Agent, Agent Work space, Playbook, Interaction capabilities in ServiceNow. Part of your role is to Requirements gathering, Functional Requirements, documenting user stories, Acceptance criteria, Defect/Bug Tracking and Reporting and work with developers to implement.

What you get to do in this role

• Develop a clearly defined vision demonstrating your understanding of the client's desired business needs and end state. Analyze business processes and how those business processes can impact the end user experience.
• Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow. Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
• Develop client relationships easily as your people skills are on point.
• The Business Analyst is responsible for the review, analyze, and evaluate processes, systems, and user needs for planned projects based on the business plan of the enterprise.
• Work closely with business partners to define and gather requirements for implementing SN Virtual Agent
• Define and implement conversational flows to solve complex user issues with ease
• Develop chatbot conversations with rich content and tailored experience across various channels
• 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 bot conversations
• Implement automated unit tests and integration tests for conversational flows
• Be responsible for the implementation and ongoing enhancements and support of Virtual Agent and associated modules/products
• Work closely with the developer and provide necessary guidance to them in developing the user stories
• Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency
• Advocate for and teach best practices for AI based ITSM automation
• You will be our customer advocate in influencing product roadmap and improvements

• Minimum 9 years of overall 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 the terms of the business
• Experience in working with multi-vendor development environment
• Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information
• Experience of working with ServiceNow platform for global customers

• Working understanding of the Virtual Agent Designer Virtual Agent conversational (client) interface, Virtual Agent Designer, Live agent support and Configuration
• Having knowledge on designing conversation flows
• Understanding of the NLU model builder, configuration
• Basics of NLU (Intents, Entities)
• Designing NLU model by adding representative sample utterances
• Adding customer specific Nomenclature to the NLU models
• Having knowledge on 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
• You have 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.

EEO/About Us

About Us
Infosys 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.

Country

Mexico

State / Region / Province

Jalisco, Mexico, Nuevo Léon

Work Location

Guadalajara, Mexico City, Monterrey

Interest Group

Infy Mexico

Domain

IT Service Management

Skillset

Technology|Infra_ToolAdministration-ITSM|ServiceNow

Company

Infosys Mexico

Role Designation

2015ASRCON Senior Consultant