.ServiceNow ITSM Business Analyst with Virtual Agent experienceLooking for an experienced ServiceNow Business Analyst to implement ITSM including Virtual Agent, Agent Workspace, Playbook, Interaction capabilities in ServiceNow. Part of your role is to gather requirements, document user stories, define acceptance criteria, track defects/bugs, and work with developers to implement.What you get to do in this roleDevelop a clearly defined vision demonstrating your understanding of the client's desired business needs and end state. Analyze business processes and how those business processes can impact the end user experience.Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow.Develop client relationships easily as your people skills are on point.The Business Analyst is responsible for the review, analysis, and evaluation of processes, systems, and user needs for planned projects based on the business plan of the enterprise.Work closely with business partners to define and gather requirements for implementing SN Virtual Agent.Define and implement conversational flows to solve complex user issues with ease.Develop chatbot conversations with rich content and tailored experience across various channels.Define best practices for building conversational tools and educate the rest of the team about them.Define and implement metrics to continuously measure the quality and experience of bot conversations.Implement automated unit tests and integration tests for conversational flows.Be responsible for the implementation and ongoing enhancements and support of Virtual Agent and associated modules/products.Work closely with the developer and provide necessary guidance to them in developing the user stories.Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency.Advocate for and teach best practices for AI-based ITSM automation.You will be our customer advocate in influencing product roadmap and improvements.ExperienceMinimum 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.Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business.Experience in working with multi-vendor development environments.Interacts cross-functionally on matters that require coordination across the organization and collaborates well with other groups, voluntarily shares information.Experience of working with the ServiceNow platform for global customers