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Virtual Agent Engineer II
Salary undisclosed
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About Kirkland & Ellis
At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.
As one of the world's leading law firms, we serve a broad range of clients with market-leading practices in private equity, M&A and other complex corporate transactions; investment fund formation and alternative asset management; restructurings; high-stakes commercial and intellectual property litigation; and government, regulatory and internal investigations. We handle the most complicated and sophisticated legal matters because we don't just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With 6,500 employees (including more than 3,500 lawyers) operating from 21 offices across the United States, Europe, the Middle East and Asia, we are one of the largest law firms in the world and a top financial performer.
Essential Job Functions
The Virtual Agent Engineer will be part of the Virtual Agent development project and rollout for Kirkland and the continuous management and growth of the product. This role will work with all IT departments for Requirement gathering, building Functional Requirements, documenting user stories, developing Acceptance criteria, and tracking Defect and Bugs. This role will also be an advocate for the chat agent, developing reporting and being able to speak to Senior Leaders about the product. This role will also work closely with the Kirkland ServiceNow developers to implement and maintain the product. Success measurement will be based on user satisfaction with the product, reduction of emails and phone calls to the Service Desk where the Virtual Agent can assist provide self-service opportunities and quicker resolution.
In addition to demonstrating experience in the areas of responsibility listed above, the successful candidate will demonstrate excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm's business. He or she must be able to work well with other technical teams.
This position requires the individual to be in the office a minimum of 3 days a week.
ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)
Qualifications & Requirements
Education, Work Experience, Skills
Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow.
Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
Attention to detail and passionate about delivering a world class customer experience.
Education. Computer Science degree or Technical qualification
Minimum of 3+ years of experience in a professional services environment, law firm experience preferable.
Experience with content management systems, technical writing or knowledge management.
Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
Strong verbal, and written communication skills.
WORK ENVIRONMENT
This job operates in a professional office environment.
How to Apply
Thank you for your interest in Kirkland & Ellis LLP. To complete an application and submit your resume, please click "Apply Now."
Equal Employment Opportunity
All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee's race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.
Closing Statement
The job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm. #LI-Hybrid #LI-JN1
At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.
As one of the world's leading law firms, we serve a broad range of clients with market-leading practices in private equity, M&A and other complex corporate transactions; investment fund formation and alternative asset management; restructurings; high-stakes commercial and intellectual property litigation; and government, regulatory and internal investigations. We handle the most complicated and sophisticated legal matters because we don't just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With 6,500 employees (including more than 3,500 lawyers) operating from 21 offices across the United States, Europe, the Middle East and Asia, we are one of the largest law firms in the world and a top financial performer.
Essential Job Functions
The Virtual Agent Engineer will be part of the Virtual Agent development project and rollout for Kirkland and the continuous management and growth of the product. This role will work with all IT departments for Requirement gathering, building Functional Requirements, documenting user stories, developing Acceptance criteria, and tracking Defect and Bugs. This role will also be an advocate for the chat agent, developing reporting and being able to speak to Senior Leaders about the product. This role will also work closely with the Kirkland ServiceNow developers to implement and maintain the product. Success measurement will be based on user satisfaction with the product, reduction of emails and phone calls to the Service Desk where the Virtual Agent can assist provide self-service opportunities and quicker resolution.
In addition to demonstrating experience in the areas of responsibility listed above, the successful candidate will demonstrate excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm's business. He or she must be able to work well with other technical teams.
This position requires the individual to be in the office a minimum of 3 days a week.
ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)
- Document Management: Ensure ServiceNow knowledge and other repositories are up to date, comprehensive and organized in a structure consumable by the ServiceNow virtual agent.
- Version Control: Implement and maintain a system for version control to ensure that only the latest and most accurate documents are being referenced by the virtual agent.
- Analyze frequent incoming email requests to the Service Desk to build out User Intents within the agent to provide self service opportunities or quicker ticket creation and routing.
- Work with Problem Management to analyze incidents requests to the Service Desk to build out User Intents within the agent to provide self service opportunities or quicker ticket creation and routing
- Training & Fine-Tuning the AI: Work alongside technical teams to train the AI model using curated content, identifying areas where chatbot responses need improvement, and refining the AI's ability to interpret and respond appropriately.
- Training & Fine Tuning: Collaborate with technical teams and business partners to train the AI model, identifying areas where responses need improvement and refining the AI's ability to interpret and respond to queries appropriately.
- Error Detection and Resolution: Identify incorrect or unclear responses and take corrective action by updating content, creating content or refining AI's understanding of specific queries.
- Implement automated unit tests and integration tests for conversational flows.
- Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency.
Qualifications & Requirements
Education, Work Experience, Skills
Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow.
Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
Attention to detail and passionate about delivering a world class customer experience.
Education. Computer Science degree or Technical qualification
Minimum of 3+ years of experience in a professional services environment, law firm experience preferable.
Experience with content management systems, technical writing or knowledge management.
Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
Strong verbal, and written communication skills.
WORK ENVIRONMENT
This job operates in a professional office environment.
How to Apply
Thank you for your interest in Kirkland & Ellis LLP. To complete an application and submit your resume, please click "Apply Now."
Equal Employment Opportunity
All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee's race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.
Closing Statement
The job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm. #LI-Hybrid #LI-JN1
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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