Beschreibung
We are currently looking for a ServiceNow consultant (m/f/d) for a virtual agent implementation at our energy clientStart: 04.10.2021
End: 31.12.2021
Volume: fulltime
Location: remote
Language: English ; German (n2h)
Project description:
Upon completion of a pre-study and the analysis, client IT management decided to put the implementation of the Virtual Agent on hold, and not deliver it as part of the first implementation phase. Instead, the Virtual Agent module would be analyzed in more detail at a later stage, with the objective to determine if this module should be implemented or not. At this point, the first three modules (Agent Workspace, Predictive Intelligence, Walkup) have been successfully implemented. The Virtual Agent detailed analysis is now about to start. The aim of the project is to analyze the requirements, use cases, and benefits of a Virtual Agent.
Task description :
- Analyzing the business requirements for the Virtual Agent module, resulting in a sound technical solution/ recommendation which is easy to access for all users. Identifying and prioritizing the must-haves and nice to have for the Virtual Agent user cases based on the previous analysis.
- Analyzing the ServiceNow software against the client's requirements. Identifying gaps, assessing the criticality of those gaps; analyzing workarounds or other solutions.
- Consulting the client and recommending suppliers who are best suited to perform the implementation phase of the Virtual Agent. Presenting the results to internal management and the project-related stakeholders for a sign-off.
- Analyzing what output the client can expect to get from having the 4 modules (Agent Workspace, Predictive Intelligence, Walkup experience, Virtual Agent) implemented. This will be based on expertise, but can also include the following ideas:
*Checking if predictive intelligence detects a large increase in a particular type of incident. On this basis, implementing predictive alerts on outages in real-time, which can be displayed in the virtual agent chat or pushed to various key stakeholders to raise awareness.
*Implementing a script in the Virtual Agent that shows up when a user starts describing the issue and informs the user that mySupport Service Desk is already aware of the issue and is currently working on it.
- Creating documentation with recommendations for the further course of action with the listed functionality and potential gaps from the initial requirements. Presenting the results to internal management, who will decide if identified gaps and workarounds are deemed acceptable.
- Creating a sound project plan for future implementation of the Virtual Agent (if a decision is to proceed) by identifying the project team, milestones, use cases, detailed tasks in the project team, financials, and all other project-related aspects based on the requirements.
Skills:
- Experience implementing a Virtual Agent with the Service Now solution.
- Technical consulting and project management skills.
- ServiceNow knowledge.
- Demand management skills.
- Stakeholder skills.
- Independent, with little to no guidance required.
- Good communication skills.
- High level English skills, written and oral.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.