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Position Summary
The ServiceNow NowAssist Analyst supports, configures, and optimizes ServiceNow NowAssist and AI-powered capabilities to enhance productivity, automation, and user experience across the ServiceNow platform. This role focuses on analysis, configuration, enablement, and operational support of NowAssist features rather than deep custom development.

The analyst works closely with platform developers, data stewards, and business stakeholders to ensure that NowAssist capabilities are effectively enabled, governed, and aligned with business processes, particularly in areas such as ITSM, HRSD, knowledge, CMDB, and workflow execution. This position operates with moderate autonomy and escalates complex development or architectural decisions to senior developers or architects.

Key Responsibilities
NowAssist Configuration & Enablement
• Configure and support ServiceNow NowAssist features, including AI-powered assistance for case and incident summarization, knowledge generation, and workflow support.
• Assist in enabling NowAssist capabilities across applicable ServiceNow modules while adhering to platform standards and governance.
• Validate data readiness and content quality to ensure optimal AI output and adoption.
Platform Analysis & Support
• Analyze business and operational requirements related to AI-assisted workflows and translate them into ServiceNow configurations.
• Support platform enhancements by configuring forms, flows, UI policies, and standard automation tools that integrate with NowAssist features.




• Perform impact analysis and support testing activities related to NowAssist and platform updates.
Stakeholder Collaboration
• Partner with business users, data stewards, and ServiceNow developers to gather requirements and provide recommendations for AI-assisted use cases.
• Support user adoption through demonstrations, documentation, and guidance on effective use of NowAssist features.
• Act as a liaison between business teams and technical developers for NowAssist-related enhancements.
Testing, Deployment & Operations
• Execute unit and user acceptance testing (UAT) for NowAssist configurations and related platform changes.
• Support release activities, post-deployment validation, and ongoing operational support.
• Troubleshoot configuration and data-related issues impacting NowAssist functionality.
Documentation & Knowledge Management
• Maintain functional documentation for NowAssist configurations, use cases, and operational procedures.
• Contribute to internal knowledge articles and training materials to support consistent platform usage.
Continuous Learning & Improvement
• Stay current with ServiceNow releases, particularly enhancements to NowAssist and AI capabilities.




• Identify opportunities to improve efficiency and user experience through expanded or optimized use of AI-assisted features.

Qualifications
? BA/BS in Computer Science, Information Systems, or a related field, or equivalent practical experience.
? – years of experience working on the ServiceNow platform in an analyst, administrator, or junior developer role.
? Hands-on experience configuring ServiceNow modules such as ITSM, CMDB, Virtual Agent, or custom applications.
? Familiarity with ServiceNow NowAssist or other AI-assisted platform capabilities (hands-on or pilot experience preferred).
? Working knowledge of ServiceNow scripting fundamentals (JavaScript, GlideRecord) sufficient to understand and support configurations.
? Experience supporting testing, UAT, and production support activities in a ServiceNow environment.
? ITIL Foundation certification (preferred).
? ServiceNow System Administrator certification (preferred).

Key Competencies
? Analyze business requirements and translate them into technical solutions
? Troubleshoot and resolve complex technical issues related to the ServiceNow platform
? Stay current with the latest ServiceNow features, releases, and industry trends
? Strong problem-solving and analytical skills.
? Ability to communicate effectively with technical and non-technical stakeholders.
? Attention to detail and commitment to quality.
? Ability to work independently and collaboratively in Agile/Scrum environments.

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ah6tn

📌 Internet/Web Applications Development - Internet/Web Applications Development (Bogotá)
🏢 Mindlance
📍 Bogotá