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REQUIREMENTS: ● University degree in Computer Science, Information Technology, Engineering or a related discipline. ● Preferably 5+ years of relevant professional experience ● Demonstrated experience in assessing and optimising conversational AI, virtual agents or GenAI-based IT service management solutions, including agent instructions, routing, service selection, follow-up questioning and hand-back behaviour. ● Strong understanding of IT service catalogue design and optimisation, including service descriptions, categorisation, metadata, keywords, request forms and service-discovery mechanisms. ● Experience in performing technical assessments, root-cause analysis and distinguishing between product limitations, defects, configuration issues, content/data issues and access-control issues ● Experience with agent configuration, routing, service catalogue interaction, ticket/work-order queries, filters, access controls and non-catalogue routing. ● Experience developing or configuring integrations/custom components where standard product functionality does not meet requirements. ● Experience preparing configuration specifications, deployment packages and rollback procedures. ● Strong experience in functional, integration and regression testing, including test evidence and defect resolution. ● Good knowledge of APIs, REST services, authentication/access control and integration patterns relevant to enterprise ITSM solutions. ● Knowledge of ITIL/ITSM practices, change management, release management and production deployment processes. DESIRABLE: Banking/financial background with recent experiences. Level : Senior Delivery mode: off-site (Luxembourg) only EU Citizens can apply 6 months initial contract duration
