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ServiceNow Virtual Agent

NYC Health + Hospitals
Email

NYC Health + Hospitals is the nation’s largest municipal health care delivery system in the United States dedicated to providing the highest quality health care services to all New Yorkers 

 

The ServiceNow Virtual Agent Outreach Volunteer serves as a strategic agent for the Enterprise Service Desk (ESD) at NYC Health + Hospitals. The primary goal is to drive the transition from legacy email-based support to the ServiceNow Virtual Agent. By engaging directly with staff across various sites, volunteers provide high-touch education on the benefits of digital self-service, helping to reduce service desk wait times and modernize the user experience.

 

Reports directly to the Service Desk Lead for the project. Works alongside the Service Desk Lead to ensure outreach efforts align with project-specific needs and technical standards.

RESPONSIBILITIES:

  • Proactive Outreach: Execute professional calls targeting 1–3 minutes each using the provided outreach script to contact designated staff members.
  • Process Education: Clearly explain the 24/7 capabilities of the ServiceNow Virtual Agent, including real-time ticket tracking, knowledge base access, and live agent chat.
  • Tool Advocacy: Promote the use of the ServiceNow Virtual Agent Desktop Icon available on all H+H workstations, laptops, and virtual desktops to increase accessibility.
  • Resource Distribution: Send training videos and portal links via WebEx or Email to every user contacted, including leaving professional voicemails when necessary.
  • Data Management: Meticulously update the Call Tracking Sheet after every interaction to document call outcomes, such as voicemail left, video sent, or callbacks scheduled.
  • Sentiment Capture: Ask probing "why" questions to understand why users prefer email over digital tools and document these objections for the IT project team.

 

QUALIFICATION REQUIREMENTS:

  • Communication: Strong verbal and written skills with the ability to use the user’s first name and maintain a professional, empathetic tone.
  • Technical Proficiency: Ability to navigate Microsoft WebEx for messaging and the ServiceNow Service Portal.
  • Data Entry: Experience with spreadsheet software for real-time tracking of outreach metrics.
  • Customer Service: Experience in managing objections by listening without debating and tying responses back to the digital solution.
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PREFERRED MAJOR:

Information Technology (IT), Computer Science, Health Informatics, Communications, Business Administration, or Public Administration.

PREFERRED SKILLSETS:

  • Organizational Skills: Managing a call list and ensuring follow-ups are completed.
  • Active Listening: Ability to hear a user's frustration and pivot back to how the tool can save them time.
  • Public Speaking/Telephony: Comfort with making outbound calls and leaving clear, concise messages

BENEFITS:

Enterprise Support Services will provide learning opportunities that is educational, as students will experience learning outside of the classroom environment that permits them to apply what they have learned, and prior skills to real-life situations. 

  • Learning Opportunities: Volunteers will gain firsthand experience in Digital Transformation within a massive healthcare enterprise. They will learn how the ServiceNow platform operates in a professional environment, including knowledge base management and live agent integration.
  • Supervision: Each volunteer is provided with a Call Process Flow manual and receives regular feedback and direction from the Service Desk Lead on their communication style and data accuracy.
  • Mentorship: Volunteers have access to IT professionals and the Service Desk Lead, providing insight into career paths in IT Support, Project Management, and System Administration.
  • Project Opportunities: Volunteers are invited to participate in team meetings where the data they collect regarding user habits (the "why" questions) is analyzed to make real-world improvements to the ServiceNow Virtual Agent interface and functionality.

 

APPLICATION:

To apply, please click on the following link  

https://form.jotform.com/hhcwd/COexterninternvolunteerapplication