ServiceNow ITSM Business Analyst with Virtual Agent

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• 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
• Experience 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.

Preferred Qualifications:
• Good understanding of architecture / infrastructure concepts and ITIL implementation.
• Good Communication and Analytical skills.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.