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Maternity cover Retail Tooling administrator

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Contract type:
Full Time
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Key responsibilities

  • Identify need for user journeys/dialogues for TSD chatbot
  • Create user journeys for TSD via IBM tooling
  • Maintenance of existing conversation flows
  • Gathering end user feedback and making changes to dialogues/ServiceNow where relevant
  • Ensuring relevant training is provided to supporting teams
  • Maintenance of information captured within ServiceNow (relevant classifications, adequate information being captured via chatbot, routing of tickets, tickets being logged correctly by end users etc)
  • Creating roadmap for rollout of chatbot to Retail estate
  • Creating user accounts
  • Carrying out testing in sandbox and production environment
  • Liaising with Retail Ops to ensure no overlap of other projects or roll-outs
  • Identifying bugs/issues and raising with relevant teams e.g. Liveperson, IBM and ensuring all issues are followed through to resolution
  • Analysis of tickets logged via chatbot e.g. time saved
  • Ownership of all changes and updates relating to Retail/Retail IT within ServiceNow
  • Creation and management of Retail Classifications
  • Owner of all changes to the Retail self service portal
  • Owner of all changes to config for Retail IT i.e. 3rd party vendor integration
  • Liaising with Retail TSD and IT Retail Application support re: configuration changes for Service Now and ensuring all are logged via correct channels and followed through to resolution