Red River Managed Services (RRMS has an exciting opportunity for an innovative person with a deep and genuine passion for technology, innovation, and the impact of technological advancements on society and businesses. We are looking for candidates with natural curiosity about emerging technologies, trends, and industry developments, and an insatiable desire to explore new ideas and possibilities. This role requires a creative, out-of-the-box approach to problem-solving, with a focus on developing innovative solutions that challenge the status quo.
Key Responsibilities:
The primary responsibility of this role is to design, develop, and implement chatbot technologies within a ServiceNow environment, predominantly. The goal is to enable end users to report IT incidents and problems while receiving step-by-step instructions to resolve the issues in a self-service manner. The chatbot technology is expected to be fully leveraged within ServiceNow or compatible with client and RRMS instances of the ITSM platform. The technology deployed must be self-learning, utilizing artificial intelligence and machine learning algorithms to continuously enhance its knowledge base and provide accurate and relevant information to Red River client end users.

• Chatbot Development: Designing and developing a sophisticated chatbot system with natural language processing capabilities within ServiceNow to understand and respond to user inquiries regarding IT incidents and problems.
• Self-Service Enablement: Implementing self-service features within the chatbot system to guide end users through troubleshooting steps and resolution procedures for common IT issues and incidents.
• Knowledge Base Enhancement: Leveraging machine learning algorithms to enable the chatbot to autonomously learn from user interactions, continuously improving its knowledge base and response accuracy.
• Incident Reporting Integration: Integrating the chatbot system with IT incident reporting tools and systems to enable seamless incident logging and tracking based on user interactions.
• User Experience Optimization: Focusing on enhancing the user experience by ensuring that the chatbot provides clear and concise instructions, troubleshoots effectively, and delivers relevant information to end users.
• Data Analysis and Insights: Utilizing data analysis techniques to extract insights from chatbot interactions, identifying trends, common issues, and areas of improvement for self-learning capabilities.
• Continuous Improvement: Collaborating with cross-functional teams to continuously enhance the chatbot system, implementing feedback mechanisms, and iterating on self-learning algorithms.
• Ubiquitous Integration: Collaborate with the systems and automation engineers to build out automation activities within other systems such as AzureAD, Active Directory, Workday, and other systems where ServiceNow would be integrated.
• Documentation and Training: Creating user guides, documentation, and training materials to educate end users on how to effectively utilize the chatbot for self-service IT incident reporting and problem resolution.

Position Characteristics:

• Self-Directed: The ability to work independently and take initiative in exploring new technologies, experimenting with ideas, and driving innovation without constant supervision.
• Adaptability: Willingness to embrace change, adapt to evolving technology landscapes, and quickly learn and master new tools, languages, and frameworks.
• Creative Problem-Solving: Demonstrated creative, out-of-the-box approach to problem-solving, with a focus on developing innovative solutions that challenge the status quo.
• Continuous Learning: A commitment to continuous learning, skill enhancement, and staying abreast of the latest technological advancements through self-study, training, and educational resources.
• Collaboration and Communication: An ability to collaborate effectively with diverse teams, communicate complex technological concepts in simple terms, and inspire others with innovative ideas.
• Vision and Strategic Thinking: A visionary mindset, with the ability to envision future technological trends, opportunities, and strategic directions for innovation.
• Ethical Responsibility: A strong ethical compass, understanding the societal and ethical implications of technological innovation, and a commitment to responsible and sustainable innovation.
• Results-Oriented: A focus on delivering tangible outcomes that demonstrate the impact of innovative solutions on business or societal challenges.
• Entrepreneurial Spirit: An entrepreneurial mindset, with a willingness to explore new avenues for applying technology to create value, identify market opportunities, and drive commercial innovation.

Qualifications:

• Bachelor of Science - degree in Computer Science, Information Technology, or related field.
• Proficiency in programming languages such as Python, Java, or JavaScript.
• Experience with natural language processing (NLP) and machine learning technologies.
• Familiarity with chatbot development frameworks and platforms, especially in ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.

Special Requirements: This position is required to be present in the Red River Virginia offices on a regular cadence that may include at least 4 days per week and may include travel 25% of the time to client and partner facilities.
Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here . If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.