IT Service Desk Automation Specialist

About the Role:

As an  IT service Desk Automation Specialist you will play a key role in optimizing IT Service Desk operations, increasing efficiency and delivering better support to end users. Need you to leverage your knowledge and expertise to come up with solutions for IT Service Desk chatbot and increase automation footprint leading to improved user experience.

About You:

• 5+ years experience in conversational UI and Desktop Support
• 2-5+ years experience demonstrated ability in automation and BOT technology
• Develop strategies for bot enhancement and performance improvement.
• Collaborate with cross functional teams to establish and maintain processes for bot deployment, testing and evaluation.
• Create and maintain documentation for bot procedures , technical specifications and user manuals.
• Strong triaging and debugging skills.
• Review and analyze chatbot conversations to identify areas for improvement.
• Update and maintain the chatbot's knowledge base and responses to ensure accuracy and relevance.
• Knowledge of QA methodology and testing approaches and techniques
• Bachelor’s degree
• Experienced in BOT technology, JavaScript, conversational UX and UI design and APIs
• Experience in ServiceNow, JAMF, Slack,Aisera, Google Apps and Microsoft Suite an advantage
• Ability to train and mentor other team members on an ad hoc basis.
• Experience giving feedback to peers in code reviews.

Other Qualifications:

• Experience working with cross-functional teams in a fast-paced, collaborative environment.
• Demonstrates initiative, flexibility, and follow-through.
• Attention to detail and strong analytical problem-solving skills.
• Ability to work independently, self-starter and not afraid to constructively challenge the status quo
• Must be a Team player and should be able to work with minimal day to day supervision