ServiceNow Automation & AI Intern: Virtual - University of Massachusetts Medical School

GENERAL SUMMARY OF POSITION: 

UMass Chan Medical School’s Information Technology Innovation Internship program is designed to provide exceptional opportunities for talented students and to strengthen UMass Chan Medical School’s technology ecosystem through the innovative ideas and infectious energy of the interns. The IT Intern will get an opportunity to collaborate with a dynamic team of dedicated individuals committed to delivering forward thinking solutions with a focus on continuous improvement and advancing the health and well-being of the people in Massachusetts and the world through ground-breaking development in education, research and health care delivery.

It’s an exciting time to be at UMass Chan Medical School! The T.H. Chan School of Medicine at UMass Chan Medical School is ranked 10th in primary care education by U.S. News & World Report in its 2023 rankings of America’s best graduate schools. UMass Chan also ranks 47th in research and the Tan Chingfen Graduate School of Nursing is 44th in best nursing schools for Doctor of Nursing Practice programs. This internship will provide a unique opportunity to learn and gain valuable skills in an elite academic and research institution that is among the most affordable in the country.

MAJOR RESPONSIBILITIES:

• Utilize innovative ideas and approaches to assist in the development of working models to serve the needs of our faculty, students and researchers
• Complete a project from start to finish and write-up and present the work product to the UMass community
• Participate in team projects
• Conduct online research
• Perform other duties as required

REQUIRED QUALIFICATIONS:

• Must be a currently enrolled student in a higher education institution or recent graduate
• Solid analytical and communication skills
• Attention to detail with the ability to collect and record information from a wide variety of sources
• Must be reliable and able to set consistent work hours
• Proven interest in IT and passion in furthering the mission of UMMS
• Must have above average academic performance

Information Technology at UMass Chan Medical School has a unique opportunity for a ServiceNow Automation & AI Intern (Virtual) to join the team in delivering innovative IT services.

The ServiceNow Automation & AI Intern (Virtual) primary objective will be to utilize existing AI tools such as:

· Virtual Agent – Allowing customers to get automated help 24x7

· Document Intelligence – parsing documents that come in and populating fields. This could automate for example the import of purchases of equipment into assets

· Automation Discovery – measuring areas we could automate to provide us value of the automation prior to completing the work.

· Robotic Process Automation – Automating manual tasks in IT both attended and unattended.

· Maintaining and Supporting the ServiceNow Platform in Customer Service and Operations Support

· Automation of business and technical processes to build efficiencies within ServiceNow

· Development of ServiceNow Solutions utilizing ServiceNow best practices

After completing the internship program, have a working knowledge in:

· Producing solutions that improve efficiencies while reducing redundant & repeatable processes

· Designing and developing ServiceNow solutions using existing and emerging ServiceNow products

· Participating with a scrum development team, attending daily standups, and contributing to sprints

If you are an innovative, critical thinker that would like to be part of a team that helps UMass Chan Medical School continue to be a leader and innovator in education, research, health care delivery and public service, then apply now!

Creative contributors apply! You’ll work with the ServiceNow administration team who are passionate about service delivery and ensuring IT customers receive services efficiently and in support of their business needs.

PREFFERED QUALIFICATIONS:

· Intermediate to advanced knowledge of scripting and programming using JavaScript, Python, etc.

· Understanding DOM manipulation and JavaScript Object Model

· Knowledge of cloud technologies and services

· Knowledge of relational database systems

· Ability to identify and learn emerging technologies

· Knowledge of developing and maintaining proper technical and user documentation in a consistent and structured manner

· Understanding of agile practices

· Solid interpersonal skills with ability to work well with people of all levels of information technology expertise and comfort in varied organizational relationships.

AI/ML Concepts

· Machine Learning Basics: Understanding of supervised and unsupervised learning, basic algorithms, and model evaluation.

· Natural Language Processing (NLP): Basic knowledge of NLP concepts as ServiceNow uses NLP for virtual agents and other AI-driven features.

· Data Science Fundamentals: Familiarity with data cleaning, preprocessing, and basic statistical analysis.

ServiceNow AI Capabilities

· Virtual Agent: Knowledge of how to configure and train the ServiceNow Virtual Agent.

· Predictive Intelligence: Basic understanding of how to implement and manage predictive models within ServiceNow for tasks like ticket categorization, assignment, etc.

· Performance Analytics and Reporting: Ability to work with performance analytics for data-driven decision-making and AI integration.

Technical Skills

· Scripting: Basic knowledge of JavaScript for scripting in ServiceNow.

· Integration Hub: Understanding how to use Integration Hub for connecting ServiceNow with other systems, especially for AI integrations.

· APIs: Familiarity with REST APIs, which are often used for integrating external AI services with ServiceNow.

ADDITIONAL NOTES:

This is paid, 100% offsite internship position

Duration: 6 months with possibility for extension up to 12 months

Hours: 20-40

Major: We will consider all majors