Responsibilities
- Configure and test Now Assist capabilities such as incident summarization and resolution note generation under technical direction.
- Support tuning of generative AI prompts and validate generated outputs for compliance and quality before deployment.
- Assist in setting up AI Search, configuring document indexing, and applying Knowledge Base governance rules.
- Carry out user acceptance testing for AI-powered functions and record outcomes prior to production release.
- Develop and customize ITSM components including workflows, forms, UI policies, client scripts, and notifications.
- Design and manage Flow Designer automations and service catalog items to meet client operational needs.
- Enforce CI relationships on Incident and Change records and assist with legacy data cleanup and field standardization.
- Accurately document all configuration changes in update sets, change records, and tracking systems.
- Conduct CMDB data quality assessments to detect orphaned CIs, duplicates, and misclassified assets.
- Support analysis of Discovery scope and review data ingestion from external sources as needed.
- Participate in reviewing IRE reconciliation rules and document current-state findings for planning purposes.
- Perform unit and integration testing in non-production environments, log defects, track fixes, and verify resolutions.
- Engage in agile ceremonies including sprint reviews, daily standups, and technical collaboration sessions.
- Maintain comprehensive documentation of configurations, update sets, test results, and environment changes.
Work Arrangement
On-site
Other
- Must be able to obtain and maintain public trust clearance.
- U.S. Citizenship is required due to government contracting regulations.
