Job Description

Role description

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

Skills

Mandatory Skills :

Flask,Python,BI Reports / Data Visualization Testing,GenAI - LLMOps,Statistics-Data Science,Machine Learning Algorithms,Deep Learning Algorithms,Natural Language Processing - AIOPS,Django,Keras

About LTIMindtree

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by 83,000+ talented and entrepreneurial professionals across more than 40 countries, LTIMindtree -- a Larsen & Toubro Group company -- solves the most complex business challenges and delivers transformation at scale. For more information, please visit https://www.ltimindtree.com/. Please also note that neither LTIMindtree nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTIMindtree for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTIMindtree disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/