QBrainX - ServiceNow Specialist - Knowledge Management

Job Title : ServiceNow Specialist (Virtual Agent and Knowledge Management) Exp level : 5 years Job location : Remote / Coimbatore / Hyderabad Job Summary : The Virtual Agent and Knowledge Management Specialist is a key role responsible for the ongoing development, optimization, and governance of virtual agent solutions and knowledge management processes within the ServiceNow platform. This position requires a combination of deep technical ability and strategic thinking to ensure that virtual agents work efficiently, enhancing customer experience and internal operations. The specialist will take a leadership role in ensuring that virtual agents are configured to meet evolving business needs, driving self-service capabilities across the organization. They will play a crucial role in designing knowledge management strategies that promote information accuracy, accessibility, and usability, enabling both employees and customers to quickly find relevant information through effective self-service portals. In this role, you will collaborate closely with cross-functional teams, including IT, customer service, HRSD knowledge owner, and ITSM process owners, to identify opportunities for improving user experiences, automating service requests, and optimizing operational workflows. You will also ensure that the knowledge base is meticulously managed, updated, and promoted across teams to foster a culture of continuous learning and self-reliance. The Virtual Agent and Knowledge Management Specialist must have a strong grasp of project management principles to guide initiatives from conception through to deployment and optimization. This role demands a keen ability to analyse user behaviour, measure performance, and translate findings into actionable enhancements. Additionally, your role will be pivotal in providing training and ongoing support to end-users, empowering them to fully leverage the virtual agent and knowledge management systems. This role will significantly contribute to transforming customer service operations by advancing automation, improving service delivery times, and minimizing manual interventions. You will be instrumental in pushing the boundaries of how technology can be used to streamline interactions, reduce operational costs, and deliver exceptional user experiences. Key Responsibilities : 1. Knowledge Management : - Lead the design, implementation, and governance of knowledge management processes within ServiceNow, ensuring alignment with organizational goals. - Develop, update, and maintain knowledge articles, ensuring content is accurate, relevant, and user-friendly. - Promote the adoption of knowledge management tools, empowering employees, and customers to utilize self-service capabilities for faster issue resolution and improved operational efficiency. 2. Continuous Improvement : - Continuously monitor and assess virtual agent performance and knowledge base utilization, identifying areas for improvement and optimization. - Leverage the latest ServiceNow updates and features to enhance virtual agent and knowledge management functionalities. - Actively gather and analyse user feedback to refine virtual agent interactions and knowledge content, ensuring ongoing relevance and effectiveness. 3. Training & Support : - Design and conduct comprehensive training sessions for end-users to maximize the effective use of virtual agents and knowledge management tools. - Provide ongoing troubleshooting and technical support to ensure the smooth functioning of virtual agents and knowledge systems, resolving issues swiftly. 4. Collaboration : - Partner with IT, customer service, and business stakeholders (HRSD Knowledge owner) to understand requirements, aligning virtual agent and knowledge management solutions with broader business strategies. - Collaborate with developers to implement and customize technical solutions, ensuring seamless integration and enhancing system capabilities to meet business needs. Technical Skills : - Proficiency in JavaScript, HTML/CSS, and REST/SOAP APIs. - Strong understanding of ITIL framework and familiarity with Natural Language Processing (NLP) technologies. Functional Skills : - Excellent problem-solving and communication skills. - Ability to translate business needs into innovative technical solutions. Preferred Certifications : - Certified Implementation Specialist - Customer Service Management (CIS-CSM). - Certified Application Developer - ServiceNow. - Experience with AI/ML technologies is a plus. Additional Responsibilities : - Ensure continuous development of existing Digital Workplace services delivered on ServiceNow by understanding customer needs and market trends. - Establish and maintain relationships with ServiceNow regarding Digital Workplace. - Work closely with IT and HR VA process owners and extended teams daily. - Experience developing within one or more ServiceNow modules or features such as CSM, FSM, SPM, Service Portal, Virtual Agent, Performance Analytics, and Predictive Intelligence. - Understanding and experience in a domain-separated environment is a strong plus. - Strong organizational and analytical skills, capable of working effectively in a team environment and delivering projects on time. - ServiceNow Administrator certification is a minimum requirement; ServiceNow Certified Application Developer certification is a plus. - Proficient in system integration using web services and other web-based technologies (e.g., XML, HTML, AJAX, CSS, HTTP, REST/SOAP). - Excellent communication, presentation, and writing skills. - Familiarity with other ITSM software (Autotask, ConnectWise, BMC, LANDesk, Cherwell) is advantageous. - Exceptional troubleshooting skills and ability to influence stakeholders and team members in a consultative manner. - Experience in developing and implementing ServiceNow ITSM modules such as Incident Management, Problem Management, Configuration Management, Change Management, and Knowledge Management, or other ITSM applications. - Ability to extend the ServiceNow schema to create custom applications. - Proficiency in technical and functional design requirements related to ServiceNow. - Skilled in creating and managing scripts and workflows. - Proficiency in one or more scripting languages, such as JavaScript, Python, Perl, Unix Shell, or Windows Shell. - Fundamental understanding of ITSM, ITIL, or CMDB concepts. - Experience with Business Rules, Script Includes, UI Actions, and Scheduled Jobs - all scripted aspects of the ServiceNow system. - Familiarity with ServiceNow client and server-side JavaScript and ServiceNow APIs. - Knowledge of scripted web services, AJAX, JavaScript, SOAP, REST, and SSO-SAML setup. Competence Requirements - Technical : - Minimum 5 years of experience in ServiceNow architecture, solution design, and solution implementation. - Very good understanding of ServiceNow development and implementation of best practices. - Experience with ServiceNow Virtual Agent. - Experience with Chat Bot technologies in general. - Ideally, experience with other Digital Workplace and End-user Support related tooling, such as Contact Center Solutions, Nexthink, MS Teams, etc. - Software development experience. - Basic understanding of IT User Support processes. - Basic understanding of digital workplace services. - Data Protection understanding and GDPR awareness. Competence Requirements - General : - Good presentation skills. - Effective communication skills (verbal/written in English). - Ability to gain respect, trust, and confidence from senior managers. - Good interpersonal skills and an ability to work well with a wide range of people. - Experience in agile project management and activities to structure workload. - High degree of analytical and problem-solving skills. - Systematic and self-driven approach to work and focus on detail. - Ability to provide accurate and clear information in response to a request. - Commitment to quality and standards. - Ability to work with a high degree of drive, determination, and motivation - Ability to work under pressure and be decisive (ref:hirist.tech)

Location: in, IN

Posted Date: 11/22/2024