ServiceNow AI Trainer

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

This role requires a proactive individual with a deep understanding of AI search technologies and a passion for optimizing search functionalities to deliver exceptional user experiences. If you're ready to drive innovation and elevate AI Search capabilities within our organization, we welcome your application.

What will you be doing?

• Monitor AI Search Metrics: Regularly review and analyze AI search metrics to ensure optimal performance and take corrective actions as needed.
• Apply Result Improvement Rules: Develop and implement rules to improve the accuracy and relevance of AI search results, enhancing user experience.
• Manage Search Profiles: Efficiently manage search profiles for various ServiceNow applications (e.g., Agent Assist, Now Mobile, Service Hub) to facilitate smooth and accurate searching capabilities.
• Develop Domain-Specific Vocabulary: Create and maintain a domain-specific vocabulary to enhance search recall and precision, aligning with user needs and industry standards.
• Synonyms and Stop Words: Develop dictionaries for synonyms, including acronyms, and manage stop words to refine search results and improve overall search performance.
• Review Content Titles: Regularly review and optimize titles, short descriptions, and meta tags of articles and catalog items to enhance search effectiveness, especially for underperforming queries.
• Evolve Typo-Handling: Continuously update the typo-handling dictionary to accommodate common misspellings, ensuring robust search tolerance and user satisfaction.
• Ensure Compatibility: Monitor and ensure that AI Search remains compatible with ServiceNow releases and internal development changes, maintaining seamless functionality.
• Training and Support: Provide training and ongoing support to users, guiding them on best practices for utilizing AI Search effectively within the ServiceNow platform.

What will you need to be successful?

• Experience in ServiceNow AI Search and its integration within the ServiceNow platform. Managing and optimizing search profiles and dictionaries.
• Knowledge of natural language processing (NLP) and AI search algorithms.
• Familiarity with ServiceNow modules such as ITSM, AI Search, Agent Assist, Now Mobile, and Service Hub.
• Ability to develop and maintain domain-specific vocabularies and dictionaries.
• Ability to analyze complex systems, identify potential issues, and propose effective solutions.
• Strong verbal and written communication skills to collaborate with stakeholders, document processes, and report findings (Proficiency in English is a must)

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website

Your Future: annual bonus, life insurance, company stock saving plan

Work/Life Balance: paid volunteering hours, flexible approach

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform

Flexibility: possibility of working in hybrid model

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies

Extra Perks: referral bonus, recognition program, mentoring program

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