What's The Role
We as a function handle design, implementation, and assurance of User Services which includes Portal, Survey, Knowledge, Virtual Agent (PSKV), Request, Catalog and JML (RCJ) process on ServiceNow for entire Shell IT. As a Process Analyst in User Services you will be responsible for design, continuously improve PSKV and RCJ process in ServiceNow with a keen focus on improving virtual agent capability.
- The position is in IDSO OIC IT4IT, which handles the IT wide process design & assurance of Service Mgmt processes - includes Portal, Survey, Knowledge, Virtual Agent, Request, Catalog and JML
- Within the IT4IT team, this role will be under the sub team of User Services team
- This team works across the ITSM / Non-ITSM processes to help integrate process together
What You'll Be Doing
Virtual Agent Design & Operations
- Act as the Subject Matter Expert (SME) for end-to-end Now Assist Virtual Agent performance, ensuring high accuracy, stability, and responsiveness.
- Design and evolve Now Assist capabilities by assessing out-of-the-box (OOTB) features and defining custom use cases aligned to business needs.
- Enhance conversational AI and Virtual Agent solutions to improve user experience and effectiveness.
- Establish operational governance, including defining metrics, KPIs, and data points to track Virtual Agent adoption and performance.
- Monitor Virtual Agent analytics to identify gaps and improvement opportunities, feeding insights into the product roadmap.
- Collaborate with content owners and SMEs to ensure knowledge flows are accurate, relevant, and regularly updated.
- Drive continuous improvements to increase efficiency, effectiveness, and adoption of the Now Assist Virtual Agent.
- Evaluate and assess new and emerging Virtual Agent and GenAI capabilities for enterprise adoption.
- Support the setup and enforcement of GenAI governance, including responsible AI practices and guardrails while ensuring alignment with Now Assist Virtual Agent with enterprise data standards, security requirements, and policies.
UX & Search Improvement Focal (Portal & VA)
- Identify & Improve user experience across IT self-service portals and the Virtual Agent interface.
- Conduct usability assessments, journey mapping, and search performance analysis to identify improvement areas.
- Oversee enhancements to search algorithms, metadata, and content findability for better user outcomes.
- Partner with design, engineering, and content teams to ensure the portal and VA deliver a consistent, intuitive user experience.
What You Bring
- Bachelor's in Information Technology or related degree with minimum 5 years of working knowledge in IT industry
- Understand the Virtual agent scope, capabilities including Now Assist and other Generative AI technologies (Ex: Co Pilot Studio)
- Proactively performs market study and research to identify functionalities that could help Shell business.
- Business analytical skills to have design discussion with ServiceNow, Shell architects and Shell DevOps team to assess the feasibility of VA use cases
- Works with various Shell business users assess and advise on their requirement related to VA
- Integration experience using ServiceNow integration technologies including REST and SOAP, ServiceNow apps, ServiceNow Service Graph Connectors, file retrieval/import is desirable.
- Skilled in data analysis and data mining and using data analytics tools
- ITIL Foundation Certification
- Strong interpersonal and communication skills both verbal and written using different mediums.
- Skilled in being able to build credible, sustainable relationships with staff, business leaders and suppliers.
- Skilled in being able to work independently across different organizational boundaries in a globally and virtual environment
- A readiness to take technical responsibility and accountability for work performed and decisions taken.
What We Offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself.
- Progress as a person as we work on the energy transition together.
- Continuously grow the transferable skills you need to get ahead.
- Work at the forefront of technology, trends, and practices.
- Collaborate with experienced colleagues with unique expertise.
- Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
- Benefit from flexible working hours, and the possibility of remote/mobile working.
- Perform at your best with a competitive starting salary and annual performance related salary increase our pay and benefits packages are among the best in the world.
- Take advantage of paid parental leave, including for non-birthing parents.
- Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
- Grow as you progress through diverse career opportunities in national and international teams.
- Gain access to a wide range of training and development programs.
We'd like you to know that Shell has a bold goal: to become one of the world's most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
IMPORTANT NOTE: After you submit your application, you will receive an email providing a link to an online assessment that is a mandatory part of the process. The email will come from HireVue - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell. 
