Jr. ServiceNow AI Strategy Analyst to develop and implement AI-driven strategies that enhance customer experience of our public sector clients IT Service D
7 days ago
Jr. ServiceNow AI Strategy Analyst to develop and implement AI-driven strategies that enhance customer experience of our public sector clients IT Service Desk - RQ00100
Location: Toronto - Hybrid 2x per week on-site
Duration: 3 months (high chance of extension)
Hours: 7.25 per day
This role will leverage AI and machine learning technologies to analyze service desk data, identify opportunities for improvement, and recommend solutions to optimize our service delivery.
Responsibilities:
- Develop and implement AI-driven strategies to improve IT Service Desk operations, including automation, chatbots, and predictive analytics.
- Analyze service desk data to identify trends, opportunities for improvement, and areas for automation.
- Collaborate with stakeholders to design and implement AI-powered solutions, such as virtual agents, knowledge management systems, and automated workflow tools.
- Conduct feasibility studies and proof-of-concept projects to evaluate emerging AI technologies.
- Work closely with IT teams to integrate AI solutions with existing service desk tools and processes.
- Monitor and report on key performance indicators (KPIs) to measure the effectiveness of AI-driven initiatives.
- Stay up-to-date with industry trends, best practices, and emerging AI technologies
- Provide training and support to service desk staff on AI-powered tools and processes.
- Provide excellent customer service via telephone, email, and chat in support of the frontline team when required.
- Work with ITSD management to develop business cases and proposals to secure funding and resources for AI initiatives.
Must Haves:
- Minimum 2 years of experience in IT service management, AI/ML, or related field.
- Experience with IT service management frameworks (e.g., ITIL) and service desk software (e.g., ServiceNow).
- Proven experience with AI and machine learning technologies, such as natural language processing, predictive analytics, or automation.
- Bachelor's degree or diploma in Computer Science, Information Technology, Business Administration, or related field.
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