Senior Specialist - Data Sciences

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 experienceKey ResponsibilitiesAnalyze IT support Slack channels to identify common employee requests pain points and automation opportunitiesCollaborate 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 solutionsAuthor review and maintain clear concise and accurate knowledge articles to support automated resolutionsCoordinate and provide quality control over high volumes of knowledge articles produced by other teams ensuring consistency and accuracyAct as a project coordinator managing timelines deliverables and communication across multiple teams to ensure a smooth digital assistant launchGather and document business requirements user stories and process flows to inform solution designMonitor digital assistant performance postlaunch analyze feedback and recommend continuous improvementsChampion best practices in conversational design user experience and IT support automationMust be able to work under own initiative delivering high quality results in a very fast paced environmentoWe 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 2025Design 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 solutionsData Analysis Ability to analyze large volumes of unstructured data eg Slack conversations to identify trends and automation opportunitiesTechnical Documentation Writing editing and maintaining clear and concise knowledge articles and technical documentationProject Coordination Managing timelines deliverables and crossteam collaborationQuality Assurance Reviewing and validating content and solutions for accuracy consistency and effectivenessStakeholder Management Engaging with diverse teams IT Knowledge Management Digital Experience etc and managing expectationsChange Management Supporting adoption and training for new digital assistant solutionsCommunication Strong verbal and written communication skills for both technical and nontechnical audiencesProblem Solving Proactive approach to identifying issues and proposing effective solutionsUser 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 flowsNatural Language Processing NLP Understanding of NLP concepts intent recognition and entity extractionAI Training Tuning Ability to train AI models using realworld data refine intents and improve accuracy over timeBot Frameworks Platforms Familiarity with platforms such as Dialogflow Microsoft Bot Framework IBM Watson or similarIntegration Skills Experience integrating digital assistants with ITSM tools eg ServiceNow APIs and knowledge basesAnalytics Monitoring Ability to use analytics tools to monitor bot performance user satisfaction and identify areas for improvementContent Governance Understanding of how to structure and govern knowledge for optimal AI consumption and retrievalSecurity Compliance Awareness of data privacy security and compliance considerations in deploying AI solutions at scaleExperience with knowledge management platforms ServiceNow Knowledge Base Confluence SharePoint etcUnderstanding of AIGenAI technologies particularly related to large language models LLMs and retrievalaugmented generation RAGStrong data organization skills including taxonomies metadata standards and information architectureAttributes Experience for a Senior Highly Experienced CandidateLeadership Demonstrated ability to lead crossfunctional teams and drive largescale digital transformation initiativesStrategic Vision Experience developing and executing a roadmap for digital assistant implementation in a complex organizationChange Agent Proven track record of championing new technologies and driving adoption across diverse user groupsDepth of Experience 7 years in business analysis IT transformation or digital experience roles with at least 3 years working directly with AI or digiThis job is provided by Shine.com