Service Desk AI and Innovation Specialist
hace 1 día
We are seeking a highly skilled Service Desk AI and Innovation Specialist to join our IT Workforce 360 product organization in Barcelona. As a key member of our team, you will play a crucial role in revolutionizing our service desk operations by leveraging advanced technologies such as AI and automation.
About the RoleUnder the supervision and guidance of your Global Service Desk Product Owner, you will be responsible for optimizing workflows, improving customer experiences, and driving efficiencies. Your strong technical background, passion for innovation, and proactive approach to problem-solving will enable you to make a significant impact on our service desk operations.
Key Responsibilities- Start the day with a team stand-up meeting to discuss ongoing projects and identify immediate priorities.
- Review and analyze service desk performance metrics from the previous day to identify patterns and areas for improvement.
- Collaborate with cross-functional teams to brainstorm and implement innovative solutions for recurring service desk issues.
- Develop and test new automated workflows using AI and automation tools to streamline routine service desk tasks.
- Provide support and guidance to team members on complex technical issues, leveraging AI-driven insights for efficient resolution.
- Conduct training sessions for the service desk team to ensure effective use of new technologies and processes.
- Monitor the implementation of automated solutions, making adjustments as necessary to optimize performance.
- Document new processes, procedures, and technical solutions to maintain a comprehensive knowledge base.
We offer a dynamic and inclusive international working environment with many opportunities across different businesses, functions, and geographies. Our team is diverse, and we strive to create an environment where people are valued for who they are. We believe our people are our most important asset, and we offer a range of benefits, including competitive salary, comprehensive social benefits package, and flexible remuneration with tax advantages.
Requirements- Bachelor's degree or higher, preferably in Computer Science, Engineering, Business Administration, or a related area.
- +5 years of experience in IS/IT Service Management, Customer Experience closest to the Business.
- Demonstrated experience in a product-based IS/IT organization.
- Experienced professional to manage Continuous Improvement Projects and Initiatives as a service or product to deliver excellence.
- Experience in ServiceNow Platform.
- ITIL 4, AI and Scrum Professional Certified is a differentiation.
- Strong understanding of AI and automation technologies, such as RPA (Robotic Process Automation) and machine learning.
- Proficiency with IT service management (ITSM) tools and platforms.
- Experience with scripting languages (e.g., Python, PowerShell) is highly desirable.
We are Nestlé, the largest food and beverage company in the world, with a presence in more than 185 countries. We are committed to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. We believe our people are our most important asset, and we offer a dynamic and inclusive international working environment with many opportunities across different businesses, functions, and geographies.
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