Intern, Customer Experience Support Operations

Key Skills

Aartificial intelligence, Analytical and Problem solving, Customer Support, Effective communication skills, IT, Natural Language Understanding-NLU, Operations, Product Management

Job Description

WHERE YOU'LL FIT WITHIN THE TEAM

This position presents an exciting opportunity for students to develop technical, analytical, and business skills in a leading consulting firm. The Customer Experience Support Operations Intern will play a pivotal role in supporting and optimizing various IT systems and processes while also contributing to the management and improvement of an AI-driven IT Support chatbot, powered by ServiceNow's Virtual Agent. This position requires collaboration with cross-functional teams and stakeholders to ensure the effective delivery of IT support services and the continuous improvement of AI technologies within ServiceNow.

WHAT YOU'LL DO

• Partner in product ownership responsibilities of the chatbot, ensuring its effective management and optimal performance.
• Collaborate with stakeholders to identify automation opportunities and develop new conversational flows for the chatbot.
• Monitor and analyze user interactions with the chatbot to enhance conversational flows and improve user experiences.
• Configure and maintain Natural Language Understanding (NLU) capabilities and knowledge base articles for the chatbot.
• Support the deployment, testing, and troubleshooting of ServiceNow AI features and functionality, ensuring seamless integration with existing systems and applications.
• Utilize ServiceNow ticketing system to provide technical support for end-users.
• Perform basic troubleshooting for hardware, software, infrastructure, and networking issues.
• Transfer end-user data between systems and perform system imaging and deployment tasks.
• Assist with imaging and deployment of standard software images and configurations using tools such as Microsoft System Center Configuration Manager.
• Assist with tracking inventory, including submitting repairs as needed.
• Assist in documenting processes, procedures, and training materials related to ServiceNow AI technologies and IT support services.
• Contribute to marketing strategies to raise awareness of AI capabilities and IT services among end-users.

ABOUT YOU

• Currently pursuing a Bachelor’s degree in an IT-related field.
• Strong analytical skills and interest in artificial intelligence and product management.
• Excellent communication, organization, and problem-solving skills.
• Ability to prioritize tasks, work independently, and meet deadlines.
• Ability to lift equipment weighing up to 50 pounds occasionally.
• Previous experience in technical support or IT operations is preferred.
• Proficiency with Windows 10 and Microsoft Office.

ABOUT US

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 59 offices in 37 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.

Please note all Bain & Company internship opportunities are separately sourced and filled by individual hiring managers. If you are interested in multiple Bain & Company Co-op opportunities, you are welcome to apply.