Senior Digital Workplace Automation Analyst

The Role:

As part of the global Digital Workplace team, the Senior Digital Workplace Automation Analyst, focuses on resolving the most complex technical issues while acting as a subject matter expert for our automation and artificial intelligence (AI) solutions. This role is crucial for ensuring a seamless digital workplace experience. You will use your deep technical knowledge to troubleshoot difficult problems and leverage your expertise to design, build, and continuously improve the tools that automate our IT support operations.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors youll need for success at Logitech. In this role you will:

• Advanced technical support and escalation management: Serve as an escalation point for complex, high-priority technical issues across all platforms, including Windows, macOS, mobile devices, and collaboration tools. You'll troubleshoot and resolve a wide range of hardware, software, network, and account problems that the core support team cannot address.
• Automation and AI solutions: Drive the design, development, and deployment of advanced automation scripts, workflows, chatbots, and virtual assistants to streamline support processes. You will proactively analyze ticket data to identify pain points and implement new automation solutions to improve efficiency and the employee experience.
• Subject Matter Expertise and mentorship: Act as the primary technical resource for all deployed automation and AI tools, ensuring their optimal performance and reliability. You will also mentor and guide support analysts by providing technical documentation and training, elevating the team's overall technical capability.
• Documentation and knowledge management: Create clear, detailed technical documentation, standards, and procedures for support staff and end-users. You will also contribute to and maintain the knowledge base, documenting support interactions and creating articles to streamline problem resolution.
• Cross-functional collaboration: Collaborate closely with infrastructure, security, and application owners to ensure automation solutions integrate correctly and meet security and compliance standards. You will also work with other IT teams to ensure timely resolution of complex technical issues.
• Continuous improvement: You will proactively stay current with technology trends, especially in automation, AI, and digital workplace technologies, to continuously improve support processes and solutions.

Qualifications

For consideration, you must bring the following minimum skills and behaviors to our team:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Preferably BE/B.Tech, Bsc Computer Science, or MCA
• Minimum 5 years of experience in the IT infrastructure area..
• You have a solid understanding of digital workplace processes and are familiar with automation concepts and tools, and ideally have a basic knowledge of AI technologies like chatbots or virtual assistants. Proficiency in scripting or programming languages like Python or PowerShell is a plus.
• You possess strong analytical and problem-solving skills, with a keen eye for detail. This allows you to efficiently troubleshoot and resolve a wide range of technical issues.
• You have excellent written and verbal English communication skills, which are essential for collaborating with users and team members across the globe. You are able to work effectively within a team and follow established procedures.
• You are willing to work various shifts in a 24x7 environment and have experience working in a global support setting.