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ServiceNow Consultant - October

Remote, Remote
For one of our clients in the utilities industry we’re looking for a freelance ServiceNow Consultant:
Project description:
The project “The Front Door Digital Enhancement” conducted a pre-study in December 2020 to investigate what four ServiceNow modules aiming at increasing the Service Desk functionality could look like. The four modules in scope were Agent Workspace, Predictive Intelligence, Walk up experience and Virtual Agent. Upon completion of the pre-study and the analysis, client IT management decided to put the implementation of the Virtual Agent on hold, and not deliver it as part of the first implementation phase. Instead the Virtual Agent module would be analysed in more detail at a later stage, with the objective to determine if this module should be implemented or not. At this point, the first three modules have been successfully implemented. The Virtual Agent detailed analysis is now about to start. The aim of the project is to analyse the requirements, use cases and benefits of a Virtual Agent. Planned project duration for analysis phase: October 2021 - December 2021.

Task description
  • Analyzing the business requirements for the Virtual Agent module, resulting in a sound technical solution/recommendation which is easy to access for all users. Identifying and prioritizing the must haves and nice to haves for the Virtual Agent user cases based on the previous analysis. Determining the feasibility of the integration with other client BOTS. Creating documentation with recommendation of the scope of a potential project including clear use cases. Presenting the final recommendation to the client for sign off.
  • Analyzing the ServiceNow software against the client’s requirements. Identifying gaps, assessing criticality those gaps; analyzing workarounds or other solutions. Presenting the results to the client management and stakeholders for sign off.
  • Consulting the client and recommending suppliers who are best suited to perform the implementation phase of the Virtual Agent. Presenting the results to the client management and the project related stakeholders for a sign off.
  • Analyzing what output the client can expect to get from having the 4 modules (Agent Workspace, Predictive Intelligence, Walk up experience, Virtual Agent) implemented. This will be based on expertise, but can also include the following ideas:
  • Checking if predictive intelligence detects a large increase in a particular type of incident. On this basis, implementing predictive alerts on outages in real time, which can be displayed in the virtual agent chat or pushed to various key stakeholders to raise awareness.
  • Implementing a script in the Virtual Agent that shows up when a user starts describing the issue and informs the user that mySupport Service Desk is already aware of the issue and is currently working on it.
  • Creating documentation with recommendations for the further course of action (proceed/not proceed) with the listed functionality and potential gaps from the initial requirements. Presenting the results to the client management, who will decide if identified gaps and workarounds are deemed acceptable. If not acceptable, it could result in a no-go decision for an actual module implementation.
  • The client provides all necessary information, access to the systems and requirements in advance. Used tools: MS project, MS power point, MS excel, MS Visio, MS word.
  • Creating a sound project plan for future implementation of the Virtual Agent (if decision is to proceed) by identifying the project team, milestones, use cases, detailed tasks in project team, financials and all other project related aspects based on the client’s requirements. Presenting the results via MS Teams to the client for a sign off.
  • Experience implementing a Virtual Agent with the Service Now solution.
  • Technical consulting and project management skills.
  • ServiceNow knowledge.
  • Demand management skills.
  • Stakeholder skills.
  • Independent, with little to no guidance required. Good communication skills.
  • High level English skills, written and oral.
Project start: ASAP
Project duration: 3+ months
Project location: Remote

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