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IT Analyst – Virtual Agent
Caterpillar Inc.. Support the Chat-IT/ServiceNow/Amazon Connect Virtual Agent program .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing and maintaining ServiceNow Virtual Agent solutions, including configuration, testing, and documentation. Proficient in applying ITSM principles and collaborating with cross-functional teams to enhance user experience and system functionality.
Highest-signal resume keywords
ServiceNow Virtual Agent DevelopmentITSM FundamentalsAzure DevOpsSoftware TestingConversational AI
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application Development ConceptsSoftware Testing PracticesProcess Flow CreationTechnical DocumentationTroubleshootingUser Journey MappingSystem IntegrationAPI KnowledgeData Flow UnderstandingBasic Application Logic Configuration
Soft Skills
Analytical SkillsProblem-SolvingCommunication SkillsCollaborationStructured Problem-Solving
Tools & Technologies
ServiceNowAzure DevOpsVisioAgile PracticesChatbots
Industry Keywords
ITSM ProcessesIncident ManagementRequest ManagementProblem ManagementChange ManagementKnowledge ManagementNatural Language Understanding
Tech Stack
Tools & technologiesAzureITSMServiceNow
About the role
Key responsibilities & impact- Support the Chat-IT/ServiceNow/Amazon Connect Virtual Agent program
- Develop, configure, test, and maintain ServiceNow Virtual Agent topics and conversational flows
- Create user journeys, flowcharts, process diagrams, and technical documentation
- Configure basic application logic, test solutions, troubleshoot issues, and document results
- Support ServiceNow releases and enhancements through testing, validation, documentation, and implementation
- Track and document technical issues and support cases with ServiceNow
- Maintain work items in Azure DevOps, including Boards, Backlogs, and Sprints
- Participate in backlog refinement activities
- Apply ITSM fundamentals to conversational flows and solutions
- Gather and document business and user requirements
- Analyze Virtual Agent interactions, system information, and user feedback to identify improvements
- Test Virtual Agent behaviors, integrations, escalation paths, and application components
- Collaborate with IT teams, subject matter experts, and users
- Contribute ideas to improve user experience, self-service capabilities, and solution adoption
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, or related field
- Pre-Advanced English
- Professional experience in Information Technology, software/application development, systems support, automation, ITSM, or a related area
- Basic knowledge of programming or application development concepts
- Basic understanding of software testing and troubleshooting
- Ability to work collaboratively with technical and business teams
- Strong analytical, problem-solving, and communication skills
- Familiarity with core application systems, their key functions and business purpose, and relevant system documentation
- Familiarity with structured problem-solving approaches
- Knowledge of standard system and software testing practices
- Internship, academic project, or professional experience with ServiceNow, especially ITSM or Virtual Agent, is an advantage
- Familiarity with conversational AI, chatbots, Virtual Agents, or Natural Language Understanding (NLU) concepts
- Exposure to ITSM processes such as Incident, Request, Problem, Change, or Knowledge Management
- Familiarity with Azure DevOps, Agile practices, Boards, Backlogs, or Sprints
- Experience creating process flows, user journeys, or diagrams using tools such as Visio
- Exposure to application integrations, APIs, data flows, or system interfaces
- Academic, internship, or professional experience with software/application testing
- Resumé in English in the Workday profile
Benefits
Comp & perks- Medical plan
- Dental plan
- Medicines reimbursement
- Wellhub
- Psychological, Legal, Social and Finance Support Program
- Private pension plan
- Profit share
- Christmas basket
- Transportation
- Life and personal insurance
- Extended maternity and paternity leave
- Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport)