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.
ServiceNow Reporting Specialist
Miejsce pracy: woj.
kujawsko-pomorskie
Nr ref.: LP/SNRS/POZ/04
Nr ref.: LP/SNRS/POZ/04
- 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
- Significant hands-on expertise with ServiceNow or proven ServiceNow implementation experience
- Expert knowledge of Performance Analytics module of ServiceNow
- Has deep understanding of Service Portfolio design, including establishment of appropriate Business Services, Service Offerings & Configuration Items
- Experience in building scripts using ServiceNow Metrics module
- Experience in building ServiceNow Reports
- General understanding of the underlying ServiceNow data architecture
- 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
- 115 PLN / 1h