Senior Specialist

Technical Business Analyst to drive the successful launch of a digital assistant within our IT support Slack channels This role will analyze employee interactions coordinate crossfunctional teams and ensure the delivery of highquality knowledge articles and automated solutions to enhance our IT support experience Key Responsibilities Analyze IT support Slack channels to identify common employee requests pain points and automation opportunities Collaborate with IT teams to design and implement and comprehensive knowledge articles for the digital assistant and support engineering teams with knowledge data to support agentic actionbased solutions Author review and maintain clear concise and accurate knowledge articles to support automated resolutions Coordinate and provide quality control over high volumes of knowledge articles produced by other teams ensuring consistency and accuracy Act as a project coordinator managing timelines deliverables and communication across multiple teams to ensure a smooth digital assistant launch Gather and document business requirements user stories and process flows to inform solution design Monitor digital assistant performance postlaunch analyze feedback and recommend continuous improvements Champion best practices in conversational design user experience and IT support automation Must be able to work under own initiative delivering high quality results in a very fast paced environment oWe have 20 Support channels each with 1000 unique requests per month and we want to launch a highquality digital assistant in a different support channel every month from August 2025 Design and maintain structured knowledge models and metadata frameworks optimized for GenAI and LLM technologies eg RAGbased architectures Core Skills Required Business Analysis Requirements gathering process mapping gap analysis and translating business needs into technical solutions Data Analysis Ability to analyze large volumes of unstructured data eg Slack conversations to identify trends and automation opportunities Technical Documentation Writing editing and maintaining clear and concise knowledge articles and technical documentation Project Coordination Managing timelines deliverables and crossteam collaboration Quality Assurance Reviewing and validating content and solutions for accuracy consistency and effectiveness Stakeholder Management Engaging with diverse teams IT Knowledge Management Digital Experience etc and managing expectations Change Management Supporting adoption and training for new digital assistant solutions Communication Strong verbal and written communication skills for both technical and nontechnical audiences Problem Solving Proactive approach to identifying issues and proposing effective solutions User Experience UX Understanding of conversational design and usercentric solution development AISpecific Skills Required Conversational AI Design Experience designing testing and optimizing chatbot or digital assistant conversations and flows Natural Language Processing NLP Understanding of NLP concepts intent recognition and entity extraction AI Training Tuning Ability to train AI models using realworld data refine intents and improve accuracy over time Bot Frameworks Platforms Familiarity with platforms such as Dialogflow Microsoft Bot Framework IBM Watson or similar Integration Skills Experience integrating digital assistants with ITSM tools eg ServiceNow APIs and knowledge bases Analytics Monitoring Ability to use analytics tools to monitor bot performance user satisfaction and identify areas for improvement Content Governance Understanding of how to structure and govern knowledge for optimal AI consumption and retrieval Security Compliance Awareness of data privacy security and compliance considerations in deploying AI solutions at scale Experience with knowledge management platforms ServiceNow Knowledge Base Confluence SharePoint etc Understanding of AIGenAI technologies particularly related to large language models LLMs and retrievalaugmented generation RAG Strong data organization skills including taxonomies metadata standards and information architecture Attributes Experience for a Senior Highly Experienced Candidate Leadership Demonstrated ability to lead crossfunctional teams and drive largescale digital transformation initiatives Strategic Vision Experience developing and executing a roadmap for digital assistant implementation in a complex organization Change Agent Proven track record of championing new technologies and driving adoption across diverse user groups Depth of Experience 7 years in business analysis IT transformation or digital experience roles with at least 3 years working directly with AI or digi