IT Consultant - Virtual Agent module

Task description

The scope of services includes the following tasks, which are performed independently:

- Analyzing the business requirements for the Virtual Agent module, resulting in a sound technical solution/recommendation which is easy to access for all users. Identifying and prioritizing the must-haves and nice to have for the Virtual Agent user cases based on the previous analysis. Determining the feasibility of the integration with other Uniper BOTS. Creating documentation with recommendation of the scope of a potential project including clear use cases. Presenting the final recommendation to Uniper for sign off.
- Analyzing the ServiceNow software against Uniper requirements. Identifying gaps, assessing criticality those gaps; analyzing workarounds or other solutions. Presenting the results to Uniper management and stakeholders for sign off.
- Consulting Uniper and recommending suppliers who are best suited to perform the implementation phase of the Virtual Agent. Presenting the results to Uniper management and the project related stakeholders for a sign off. 
- Analyzing what output Uniper can expect to get from having the 4 modules (Agent Workspace, Predictive Intelligence, Walk up experience, Virtual Agent) implemented. This will be based on expertise, but can also include the following ideas:
*Checking if predictive intelligence detects a large increase in a particular type of incident. On this basis, implementing predictive alerts on outages in real time, which can be displayed in the virtual agent chat or pushed to various key stakeholders to raise awareness. 
*Implementing a script in the Virtual Agent that shows up when a user starts describing the issue and informs the user that mySupport Service Desk is already aware of the issue and is currently working on it.
- Creating documentation with recommendations for the further course of action (proceed/not proceed) with the listed functionality and potential gaps from the initial requirements. Presenting the results to Uniper management, who will decide if identified gaps and workarounds are deemed acceptable. If not acceptable, it could result in a no-go decision for an actual module implementation.
Uniper provides all necessary information, access to the systems and requirements in advance. Used tools: MS project, MS power point, MS excel, MS Visio, MS word.
- Creating a sound project plan for future implementation of the Virtual Agent (if decision is to proceed) by identifying the project team, milestones, use cases, detailed tasks in project team, financials and all other project related aspects based on Uniper requirements. Presenting the results via MS Teams to Uniper for a sign off.

Uniper provides all necessary information, access to the systems and requirements in advance. Used tools: MS project, MS power point, MS excel, MS Visio, MS word.