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Job Description

Req#: 122280BR

Job Description

Infosys is seeking ServiceNow ITSM Business Analyst with Virtual Assistant. Part of your role is to Requirements gathering, Functional Requirements, documenting user stories, Acceptance criteria, Defect/Bug Tracking and Reporting and work with developers to implement.

Required Qualifications:
• At least 9 years of overall experience in implementing ITIL, ITSM solutions at a functional consultant/BA capacity
• At least 3 implementations experience on Virtual agent at a Business Analyst/SME capacity
• Knowledge of the ITIL v3 service life cycle and ITSM & ServiceNow best practices
• Practical experience with agile methodologies/tools, writing user stories and sprint grooming
• Experience in working with multi-vendor development environment
• Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information
• 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.

EEO/About Us

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Country

Mexico

State / Region / Province

Jalisco, Mexico, Nuevo Léon

Work Location

Guadalajara, Mexico City, Monterrey

Interest Group

Infy Mexico

Domain

IT Service Management

Skillset

Technology|Infra_ToolAdministration-ITSM|ServiceNow