ITSM Solution Architect - 2407020349W

Description

Product Manager Virtual Agent

Responsibilities:

• Responsible for operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling.

• Responsible for ServiceNow Virtual Agent and utilizing VA to simultaneously improve user experience and reduce higher cost interactions with the technology service desk

• Possess an in-depth and broad understanding of industry standards and aligns roadmap for support teams to them

• Manages the release management of any technologies with vendors

• Drives innovation into the support processes and teams through experimentation with new technologies and a roadmap to move into production

• Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Kenvue end user experience

Qualifications:

Required:

• B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM).

• Minimum of 8 years of relevant technology experience.

• Strong analytical skills and demonstrated experience driving operational improvements.

• In depth experience with ServiceNow.

• Experience achieving reductions in support cost/demand through deployment of chatbot solutions.

• Experience in developing and managing operational service improvement efforts.

• Excellent stakeholder management skills.

• Customer and Employee Experience oriented.

Preferred:

• Experience working in large and / or global organizations.

• Prior experience in IT End User Services / Client Services.

• Experience utilizing generative AI in chatbot and/or service desk use cases.

Qualifications

Qualifications:

Required:

• B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM).

• Minimum of 8 years of relevant technology experience.

• Strong analytical skills and demonstrated experience driving operational improvements.

• In depth experience with ServiceNow.

• Experience achieving reductions in support cost/demand through deployment of chatbot solutions.

• Experience in developing and managing operational service improvement efforts.

• Excellent stakeholder management skills.

• Customer and Employee Experience oriented.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Job Function Operations (IT)

Req ID: 2407020349W