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