About this role
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 (Luxembourg) only EU Citizens can apply 6 months initial contract duration