Technical Lead

Job description:

Job Title: Moveworks (AI Chatbot) Specialist (Band 1.2 - 2.3)
We are seeking a skilled Moveworks chatbot platform specialist to join our team and lead requirement gathering, configuration, analytics, and maintenance of the Moveworks platform for our potential clients. The ideal candidate will have a strong background in IT Service Desk, ITIL processes, knowledge management, data analytics and exposed to AI/ML concepts.
Responsibilities:
- Lead the use-case identification, requirement gathering, workflow configuration, fine tuning on the Moveworks Creator Studio module to automate Self-help processes.
- Collaborate with cross-functional teams to understand business requirements and design solutions using the Moveworks platform.
- Configure and customize the Moveworks platform to align with the organization's IT service management workflows and processes.
- Develop and maintain knowledge articles and FAQs within the Moveworks platform to enhance self-service capabilities.
- Review Analytics dashboards to identify gaps and work on mitigation plans.
- Monitor and analyze Moveworks performance metrics to identify areas for optimization and improvement.
- Provide training and support to end-users and stakeholders on how to use the Moveworks platform effectively.
- Stay updated on the latest developments in AI-driven automation and ITSM and Service Desk best practices to continuously enhance the Moveworks platform.

Qualifications:
- Bachelor s degree in computer science, Information Technology, or a related field.
- Proven experience in implementing and configuring IT Chatbot tools/ platforms, preferably Moveworks.
- Strong understanding of IT service management processes and functions, including incident management, change management, service request management & service desk.
- Experience with AI-driven automation tools and technologies.
- Familiarity with knowledge management best practices and tools.
- Excellent problem-solving skills and attention to detail.
- Strong communication and collaboration skills.
- Avid learner and keen to understand Workplace tools and technologies.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases