JUNIOR PROMPT DESIGNER | BUCHAREST, ROMANIA @Travelport

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further. 

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, long awaited bucket-list trip or overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

We’re hiring right now for a Junior Prompt Designer! Search for #Travelport on LinkedIn and hear from our amazing team.

Role Overview

The Junior AI Agent Designer – ServiceNow CSM supports the design and improvement of AI‑powered customer support experiences within the ServiceNow Customer Service Management (CSM) platform.

This role focuses exclusively on customer‑facing AI agents, including Virtual Agent and Now Assist for CSM, helping customers resolve inquiries, track cases, and access relevant information efficiently.

As a junior role, this position works under guidance from platform leads, while closely collaborating with UX designers, AI Committee and the CSM Product Owner to ensure AI agent experiences are intuitive, consistent, and aligned with customer experience and company goals.

Key Responsibilities

• ServiceNow CSM AI Agent Support
• Assist in designing and configuring ServiceNow Virtual Agent and Now Assist use cases for CSM
• Support AI experiences across customer contact channels (portal, chat, webform)
• Contribute to agent flows for common customer scenarios (case status, order inquiries, information requests)
• Help define AI agent boundaries and escalation to human customer support agents
• Conversational & Experience Design
• Draft and maintain conversational flows, intents, topics, and response templates
• Ensure AI responses align with approved CSM knowledge, policies, and tone of voice
• Collaborate with UX designers to align AI conversations with end‑to‑end customer journeys
• Improve clarity, friendliness, and consistency of customer‑facing AI interactions
• Collaboration with Platform Team and AI committee to ensure AI Agent solutions are aligned with security standards 
• Work closely with UX teams to test and refine AI agent customer experiences
• Collaborate with ServiceNow platform leads to understand technical capabilities and constraints
• Support the Product Owner by translating CSM requirements into AI agent behaviors and flows
• Participate in backlog refinement and sprint reviews related to AI features
• Testing & Continuous Improvement
• Participate in testing AI agent behavior in lower environments
• Support analysis of basic performance metrics (containment, deflection, failed interactions)
• Identify recurring customer issues and suggest AI improvements
• Document use cases, limitations, and learnings

Required Qualifications

• Bachelor’s degree (or near completion) in IT, Computer Science, Information Systems, UX, Digital Design, or related field
• Strong interest in customer support, digital experience, and AI‑driven assistance
• Basic understanding of ServiceNow or willingness to learn the CSM platform
• Excellent written English skills and attention to wording and tone
• Ability to collaborate in structured, cross‑functional teams

Preferred (Desirable)

• Exposure to ServiceNow CSM, Virtual Agent, or CSA fundamentals
• Initial experience with chatbots, conversational flows, or customer support tools
• Understanding of customer service processes (cases, SLAs, customer journeys)
• Internship or junior experience in digital support, CX, or platform teams

Skills & Competencies

• Strong communication and content‑creation skills
• Structured and customer‑centric thinking
• Attention to detail in conversational design
• Ability to follow design standards and governance
• Openness to feedback and continuous learning
• Comfort working with global stakeholders