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LUCY Support Administrator
Ref No.: 19-00103
Location: Cary, North Carolina
Position:- LUCY Support Administrator 
Location:- Cary,NC

NOTE:- Need Knowledge or understanding of Bot framework, NLP technologies/IBM Watson etc.

Below are the KEY skills required.

  • Powershell, VB scripting – Basically a scripting knowledge is needed and ability to learn
  • Chatbots – Knowledge on AI Bots, how BOTs are developed and/or strategy to develop these
  • IBM Watson highly preferred
  • Able to understand automation landscape and/or worked in this space
  • Hands EX on API development and Integration with various tools/process
  • Analytics skills to be able to Analysis data that drive the shift left via automation/AI BOTs
  • Able to run a program across client and CAT w.r.t. shift left via automation/AI BOTs
  • Able to understand the requirements and develop plans – good to have as he/she will run a technical program
  • Work as a team player in offshore and onsite model including customer too

Description:-

LUCY Support Administrator is expected to work with service track leads and Service Delivery Manager from the delivery organizations and other groups like MSI teams (Migration & System Integration), DRYICE Team etc., Coordinate and drive towards resolution for issues reported on LUCY Application, Application performance and all other pertaining to LUCY.  A point for contact for Customers, delivery Team & LUCY Team in client.

 Responsibilities:-

  • Generating and Sharing reports with relevant Stakeholders on LUCY's Support Performance Related Metrics
  • Monitoring and Identifying of changes required for trained use-cases in LUCY to improve accuracy of responses.
  • Working with the Cognitive SME's from DRYiCE team for retraining new use-cases.
  • Effective follow-up on issues reported/identified in LUCY Application and resolve within the agreed SLA.
  • Alert Platform support Team for issues such as Lucy Application is inaccessible, login issues, response issues, inappropriate responses, integration issues, validation issues etc.,
  • Perform basic minimum level support to Desk agents
  • Perform BAU support activities.
  • Capture Incidents (all levels) occurring with LUCY application
  • Identify Enhancements/ New changes in LUCY
  • To ensure and validate, if the change or issue occurred over the application falls within the preview of agreed scope of work for the Lucy platform team
  • Responsible for reporting any enhancement requirements or new changes to the existing setup of LUCY. These enhancements could be
  • Inclusion of new use cases/knowledge articles
  • Addition of new enterprise integrations
  • Improvising the language used in configuring use cases
  • Changes to existing integrations
  • Alterations or enhancements in the existing structure of use-cases
  • Any structural/cosmetic change or customization in LUCY's GUI or resolution/feedback design.
Skills:-
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • In depth technical skills on at least 2 areas – Cloud Workplace Solutions (Azure/AWS), Service desk, Active Directory, Office 365, Enterprise Mobility Management, Field Support, Citrix/VDI & BYOD, Niche Product Knowledge in End User Computing space.
  • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007 and 2010): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
If any one interested please contact Shashi at  760-463-9309/760-307-4259