REQUIREMENTS:
University degree in Computer Science, Information Technology, Engineering or a related discipline.
Preferably 5+ years of relevant professional experience
Demonstrated experience in assessing and optimising conversational AI, virtual agents or GenAI-based IT service management
solutions, including agent instructions, routing, service selection, follow-up questioning and hand-back behaviour.
Strong understanding of IT service catalogue design and optimisation, including service descriptions, categorisation, metadata,
keywords, request forms and service-discovery mechanisms.
Experience in performing technical assessments, root-cause analysis and distinguishing between product limitations, defects,
configuration issues, content/data issues and access-control issues
Experience with agent configuration, routing, service catalogue interaction, ticket/work-order queries, filters, access controls and
non-catalogue routing.
Experience developing or configuring integrations/custom components where standard product functionality does not meet
requirements.
Experience preparing configuration specifications, deployment packages and rollback procedures.
Strong experience in functional, integration and regression testing, including test evidence and defect resolution.
Good knowledge of APIs, REST services, authentication/access control and integration patterns relevant to enterprise ITSM
solutions.
Knowledge of ITIL/ITSM practices, change management, release management and production deployment processes.
DESIRABLE:
Banking/financial background with recent experiences.
Level : Senior
Delivery mode: off-site (Europe)
only EU Citizens can apply
6 months initial contract duration
Сродна праця on Telegram
Twice a week: one remote job for Ukrainians, explained in plain words — what the work is, who it suits, the honest downsides. Channel in Ukrainian.
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