Avenga is a global IT and digital transformation champion. We deliver strategy, customer experience, solution engineering, managed services, software products and outsourcing services like: staff augmentation, team leasing and permanent employment.
Together, we are more than 2500 professionals with over 20 years of experience. We are present in Europe, Asia and the USA.
Business Analyst
Miejsce pracy: woj.
pomorskie
Nr ref.: LP/BA/POZ/04
Nr ref.: LP/BA/POZ/04
A Business Analyst will join the Enterprise Service Management & Operations team, Core Technology, responsible for partnering with the enterprise services to drive high-quality adoption of the Service Now capabilities. Through the use of these capabilities, our goal will be to achieve significant cost saving and employee efficiency gains through automation and self-service of employee support needs.
Service Management Optimization team is responsible for:
- Enforcing quality standards and drive removal of existing costs from operations
- Establishing clear standards and best practices for end-user and service desk knowledge; drive high-quality knowledge for end-users and service desks
- Defining and implementing large-scale virtual agent dialogue creation and management process
- Establishing and managing quality gates for knowledge and virtual agents dialogues
- Assessing and leveraging opportunities to fully leverage vendors to create process efficiencies
- Partnering with Platforms org to develop and implement virtual agent automated testing strategy
- Developing repeatable process for opportunity identification, prioritization, diagnosis, treatment, and follow-up; create reporting to support processes
- Identifying and prioritizing opportunities for automation and service requests; partner with Services and ESM Platforms team to execute; clarify fulfilment processes and intake queues
Responsibilities:
- Communicating with Tech Service Leads to help them understand data points available and formulate requirements to fulfil business needs in most cost-effective and user-centric way
- Partner with peers to drive measurable efficiencies in the service desk and other services
- Building forms in ServiceNow Request module
- Participation in implementing Virtual Agent solutions
- Review and quality assurance of Knowledge Articles
- 100 PLN per hour
We are looking for a person with these required skills to achieve our goals:
- Experience with analysing and improving self-service solutions (Service portals, knowledge documents, Virtual Agent dialogues, Service Request forms)
- Experience with developing ServiceNow Catalog Items (Request forms)
- Experience in driving user-centric support experience and shift-left strategies
- Has deep understanding of Service Portfolio design, including establishment of appropriate Business Services, Service Offerings & Configuration Items
- Excellent written and verbal communication skills in English
Additional preferred skills:
- Solid understanding of ITIL
- Organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum of supervision
- A team player
- Previous experience working with/within Agile teams will be an advantage