ITSM Solution Architect

Job Description Product Manager Virtual Agent Responsibilities- Responsible for operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling. Responsible for ServiceNow Virtual Agent and utilizing VA to simultaneously improve user experience and reduce higher cost interactions with the technology service desk Possess an in-depth and broad understanding of industry standards and aligns roadmap for support teams to them Manages the release management of any technologies with vendors Drives innovation into the support processes and teams through experimentation with new technologies and a roadmap to move into production Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Kenvue end user experience Qualifications- Required- B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM). Minimum of 8 years of relevant technology experience. Strong analytical skills and demonstrated experience driving operational improvements. In depth experience with ServiceNow. Experience achieving reductions in support cost/demand through deployment of chatbot solutions. Experience in developing and managing operational service improvement efforts. Excellent stakeholder management skills. Customer and Employee Experience oriented. Preferred- Experience working in large and / or global organizations. Prior experience in IT End User Services / Client Services. Experience utilizing generative AI in chatbot and/or service desk use cases. Required- B.A / B.S degree, preferably in Science, Technology, Engineering or Math (STEM). Minimum of 8 years of relevant technology experience. Strong analytical skills and demonstrated experience driving operational improvements. In depth experience with ServiceNow. Experience achieving reductions in support cost/demand through deployment of chatbot solutions. Experience in developing and managing operational service improvement efforts. Excellent stakeholder management skills. Customer and Employee Experience oriented. Primary Location Asia Pacific-India-Karnataka-Bangalore Job Function Operations (IT) Job Qualifications Qualifications-,