Assistant Manager - Service Now
- Genpact India
- 5 to 10 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are results-oriented enough to reinvent it. Come, transform with us.
Inviting applications for the role of Assistant Manager -Service Now
We are seeking candidate who have hands-on design, development, and deployment experience with the ServiceNow platform. You should also have ServiceNow administration experience
Responsibilities
Define and implement conversational flows to solve complex user issues with ease
Become an expert at developing 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
Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency
Become an expert in ServiceNow product infrastructure
Advocate for and teach best practices for AI based ITSM automation
Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues.
Qualifications we seek in you
Minimum Qualifications
Working understanding of the Virtual Agent Designer, Configuration
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
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
Have experience with natural language understanding technology and conversational UIs
Build PA dashboards and reports as needed to demonstrate success
Understand Customer data by using NLU tooling and identify top issues that need to be automated
Understand Model precision characteristics by using NLU tooling
Understand conversations/Nomenclature that are applicable across customers
Strong understanding of ServiceNow customer software development/deployment cycle (preprod, test, production)
Preferred qualifications
Excellent communication skills and strong customer service skills
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Service NowContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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