Analyst II, Customer Experience Process (ServiceNow/Chatbots)

2476 Swedesford Rd STE 150, Malvern, Pennsylvania, 19355-1456, United States of America

About the role

An Analyst II of Customer Experience Process has an advanced understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. This position will focus on ongoing operational management of conversational technologies for contact centers, including chatbots. The Analyst II leads, coordinates, and participates in projects, and reports to the Supervisor of Process Management.

Responsibilities

• Completes established tasks that may require discretion or more advanced problem-solving
• Collaborates cross-functionally with ServiceNow/CCaaS Admin teams on AI tools including Nice Copilot, ServiceNow NowAssist, and future state voice/chatbot agents
• Develops and maintains documentation, training materials, and stakeholder communications to support the adoption and governance of ITSM practices
• Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape
• Applies meeting facilitation skills to lead discussions on Process activities (e.g., Process Syncs)
• Leads small-to-medium scale process improvement projects from identification to implementation, including gathering requirements, coordinating with stakeholders, and overseeing execution
• Acts as a designated Subject Matter Expert (SME) on key ITSM processes, providing guidance and support to teammates and stakeholders to foster process maturity
• Coaches and mentors junior analysts in area(s) of expertise, providing oversight on tasks and fostering skill development within the team
• Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis
• Communicates effectively across different audiences and multiple mediums
• Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders
• Other duties as assigned

Requirements

• High school diploma, GED, Associate’s degree, or relevant related experience
• 2-4 years of demonstrated IT and/or analytical experience
• Proficiency with ServiceNow ITSM platform
• Skill with Microsoft 365 Suite
• Experience with conversational technologies for contact centers

Qualifications

• ITIL Foundations Certification (Required)
• Lean Six Sigma Yellow Belt (Preferred)

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave
• Professional development programs: Access to on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning
• Community and belonging: Programs designed to foster a sense of belonging within the workplace