Analyst II, Customer Experience Process (CCaaS/ServiceNow)
Core
Managing operational processes and workflows for conversational technologies (CCaaS) and ITSM practices within the ServiceNow platform.
Role type
Mid-level process analyst (ITSM/CCaaS)
Builds
Process improvements, documentation, and AI tool adoption for contact center support operations
Domain
Healthcare technology / Customer Experience / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow ITSM platform proficiency, data analysis, process improvement project management, cross-functional collaboration, AI tool integration (Nice Copilot, NowAssist), stakeholder communication, mentoring
Preferred skills
Lean Six Sigma Yellow Belt
Technologies
ServiceNow, Microsoft 365, Nice Copilot, NowAssist
Responsibilities
Analyze data and translate findings into narratives for product owners; lead small-to-medium process improvement projects from identification to implementation; develop and maintain documentation and training materials for ITSM practices; collaborate with Admin teams on AI tools and voice agents; coach and mentor junior analysts; act as SME on key ITSM processes
Seniority
Mid-level, hands-on IC with mentorship responsibilities
