technologies-expected

Expected, ServiceNow, ITIL

Twoje zadania

Your responsibilities, Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve business goals., Defines reference architecture and is the custodian updated architecture diagrams for platform., Drives standardization and best practice platform management, enabling focus on value delivery., Institute technical governance to optimize platform performance and minimize long-term technical risk., Enable rapid upgrades to new features and innovation that drive new value., Defines, guides, and supports the execution of technical governance processes., Helps develop standards and practices for maintaining the ServiceNow architecture model., Aids in developing standards and practices for maintaining the health of the ServiceNow platform., Provides technical evaluation of demands against ServiceNow platform architecture, platform capabilities, and best practice., Ensures platform alignment with the business strategy., Creates and maintains a detailed view of the existing architecture., Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions., Resolves technical escalations, including responding to defects., Participates in process workshops., Works closely with enterprise architecture team, Aids in migrating configuration across instances., Position ServiceNow as the system of action to enable the integrated digital transformation roadmap., Work with teams to optimize delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support.

Wymagania

10+ years’ ServiceNow experience., Thorough knowledge on workflows, tables, script, flow designer and integration hub., Excellent communication & people skills with ability to work with diverse and remote teams., Knowledge and experience of Infrastructure Operations, migration as well as ServiceNow Integration with Third party system., Expert level understanding of client side and server-side scripting - business rules, script actions, script includes., Certified Technical Architects will be preferred., Certified in one or more of the following areas: CSA, CAD, ITSM, ITOM, HR, APM(EA), Understanding of ITIL framework

Co oferujemy

Benefits, private medical care, remote work opportunities, integration events, dental care, corporate sports team, corporate library, no dress code, extra social benefits, employee referral program, extra leave

additional-module

Position Summary:, A Senior Speech Analyst delivers significant value to contact center operations by leveraging advanced speech analytics tools to extract actionable insights from customer interactions. By analyzing call recordings and transcriptions, they identify trends, recurring issues, and opportunities for process improvement. Their expertise enables them to uncover root causes of customer dissatisfaction, monitor compliance with scripts and regulations, and highlight coaching opportunities for agents. This data-driven approach helps streamline operations, reduce call handling times, and enhance the overall quality of customer service., , On a broader business level, a Senior Speech Analyst’s insights inform strategic decision-making and drive continuous improvement. Their work supports the development of targeted training programs, refines customer engagement strategies, and helps align contact center goals with organizational objectives. By translating complex speech data into clear recommendations, they enable leadership to make informed choices that improve customer satisfaction, increase retention, and ultimately contribute to revenue growth and competitive advantage., , Our office is situated in Cracow, and we embrace a hybrid working model (50/50).

Opis stanowiska

Aon Sp. z o.o., At Aon, we shape decisions for the better to protect and enrich the lives of people around the world!, , As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

Opis stanowiska

This is how we work,

Twoje zadania

Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve business goals.
Defines reference architecture and is the custodian updated architecture diagrams for platform.
Drives standardization and best practice platform management, enabling focus on value delivery.
Institute technical governance to optimize platform performance and minimize long-term technical risk.
Enable rapid upgrades to new features and innovation that drive new value.
Defines, guides, and supports the execution of technical governance processes.
Helps develop standards and practices for maintaining the ServiceNow architecture model.
Aids in developing standards and practices for maintaining the health of the ServiceNow platform.
Provides technical evaluation of demands against ServiceNow platform architecture, platform capabilities, and best practice.
Ensures platform alignment with the business strategy.
Creates and maintains a detailed view of the existing architecture.
Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
Resolves technical escalations, including responding to defects.
Participates in process workshops.
Works closely with enterprise architecture team
Aids in migrating configuration across instances.
Position ServiceNow as the system of action to enable the integrated digital transformation roadmap.
Work with teams to optimize delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support.

Position Summary:

A Senior Speech Analyst delivers significant value to contact center operations by leveraging advanced speech analytics tools to extract actionable insights from customer interactions. By analyzing call recordings and transcriptions, they identify trends, recurring issues, and opportunities for process improvement. Their expertise enables them to uncover root causes of customer dissatisfaction, monitor compliance with scripts and regulations, and highlight coaching opportunities for agents. This data-driven approach helps streamline operations, reduce call handling times, and enhance the overall quality of customer service.

On a broader business level, a Senior Speech Analyst’s insights inform strategic decision-making and drive continuous improvement. Their work supports the development of targeted training programs, refines customer engagement strategies, and helps align contact center goals with organizational objectives. By translating complex speech data into clear recommendations, they enable leadership to make informed choices that improve customer satisfaction, increase retention, and ultimately contribute to revenue growth and competitive advantage.

Our office is situated in Cracow, and we embrace a hybrid working model (50/50).

ServiceNow Platform Architect

Aon