Digital Support Automation Specialist

Job description

JOB DESCRIPTION: Own the operational administration and continuous improvement of the Intelligent Virtual Agent (IVA) platform and related digital support technologies Ensure stable, secure, and high-quality virtual support services across global regions Act as a mid-level technical and process expert for IVA, serving as an escalation point for complex operational issues Coordinate governance, demand intake, prioritization, and lifecycle management of IVA services Support incident resolution and service requests through IT Service Management systems in line with SLA and security requirements Collaborate with IT teams and business stakeholders to enable effective adoption and operation of IVA-enabled services Support audits, compliance reviews, documentation, and access control activities related to IVA platforms Core Job Responsibilities: Owns the day-to-day administration of IVA platforms within GSD, ensuring availability, accuracy, performance, and operational stability of Virtual Agent services. Maintains integration and cohesion between ServiceNow Virtual Agent and Dialogflow solutions to support a seamless and consistent user experience. Designs, enhances, and maintains IVA to...