Intern, Customer Experience Support Operations

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Job description

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the consulting firm on Glassdoors Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.

WHAT YOULL DO

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 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.

Key Tasks and Responsibilities

You will partner in product ownership responsibilities of the chatbot, ensuring its effective management, optimal performance, and integration with other systems and applications within the organization.

You will collaborate with stakeholders to identify and implement automation opportunities. Enhance self-service content by analyzing ServiceNow tickets, missed search results, and user interactions.

You will monitor, analyze, and continuously improve the chatbots accuracy, effectiveness, and overall user experience.

You will take part in the deployment, testing, and troubleshooting of new Virtual Agent features and functionality, supporting agile continual improvement updates in collaboration with vendors and partnering teams.

You will utilize ServiceNow ticketing system to provide technical support for end-users.

You will perform basic troubleshooting for hardware, software, infrastructure, and networking issues.

You will transfer end-user data between systems and perform system imaging and deployment tasks.

You will assist with imaging and deployment of standard software images and configurations using tools such as Microsoft System Center Configuration Manager.

You will 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 Bachelors degree in an IT-related field.

Interest in product management.

Excellent communication, organization, and problem-solving skills.

Interest in collecting, centralizing, and disseminating product support knowledge.

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 Microsoft Windows and Microsoft Office.

KEY REQUIREMENTS

Full-time availability (e.g., Monday to Friday, 40 hours per week) throughout the internship duration

Located in or able to be located in Boston for the duration of the internship

Candidates should not be enrolled in ongoing courses or have competing academic responsibilities during this internship

Strong time management skills and ability to commit fully to the role

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

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