Agent Workspace / Live Chat Admin

Job description

Role : Agent Workspace / Live Chat Admin Experience : 4 to 8 years Location : Chennai/Hyderabad/Pune/Bangaluru **Agent Workspace / Live Chat Administrator** **Role Summary:** Configure and manage ServiceNow Agent Workspace and live chat operations to ensure efficient ticket handling and seamless customer support experiences. **Key Responsibilities:** * Administer **Service Operations Workspace (SOW) and Agent Workspace** * Configure **Advanced Work Assignment (AWA)** and routing logic * Manage queues, skills, and agent capacity models * Enable and maintain **Virtual Agent to Live Agent handoff** * Monitor chat performance, SLAs, and routing efficiency * Optimize agent workflows and UI experience **Required Skills:** * Hands-on experience with **Agent Workspace and AWA** * Strong understanding of **queue management and routing strategies** * Experience with **live chat configuration and VA integration** * Knowledge of **ITSM processes and service operations workflows**