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Service Now Consultant (m/f/d)

Eingestellt von Hays aus Mannheim, Universitätsstadt

Gesuchte Skills: Client, Consultant

Projektbeschreibung

REFERENCE NUMBER:

568793/1

MY DUTIES:

- 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 haves for the Virtual Agent user cases based on the previous analysis. Determining the feasibility of the integration with other BOTS. Creating documentation with recommendation of the scope of a potential project including clear use cases. Presenting the final recommendation for sign off.
- Analyzing the ServiceNow software against the requirements. Identifying gaps, assessing criticality those gaps; analyzing workarounds or other solutions. Presenting the results to the management and stakeholders for sign off.
- Consulting the client and recommending suppliers who are best suited to perform the implementation phase of the Virtual Agent. Presenting the results to the 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, Walk up 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 (proceed/not proceed) with the listed functionality and potential gaps from the initial requirements. Presenting the results to the management, who will decide if identified gaps and workarounds are deemed acceptable. If not acceptable, it could result in a no-go decision for an actual module implementation.
- Creating a sound project plan for future implementation of the Virtual Agent (if decision is to proceed) by identifying the project team, milestones, use cases, detailed tasks in project team, financials and all other project related aspects based on the clients requirements. Presenting the results via MS Teams for a sign off.

MY QUALIFICATIONS:

- 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.

MY BENEFITS:

- Renowned client

ABOUT HAYS:

IT specialists hold all the cards: for its customers in industry and the public sector, Hays is looking for motivated employees who like looking at the bigger picture and growing with new challenges. We make sure that you benefit from our many years of experience in IT recruitment and will find you the right role to suit your skills and interests – all completely free of charge to you. Register with us and reap the benefits of job offers that are both interesting and relevant to your skills and experience.

MY CONTACT AT HAYS:

My contact person
Ines Hüls

Reference number
568793/1

Contact
E-Mail: [email protected]

Projektdetails

  • Einsatzort:

    North Rhine-Westphalia, Deutschland

  • Projektbeginn:

    asap

  • Projektdauer:

    2 MM++

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Hays

  • Straße:

    Willy-Brandt-Platz 1-3

  • Ort:

    68161 Mannheim, Universitätsstadt, Deutschland