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 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