Job Description

A standardized and up to date Global IT Knowledge Base is crucial for the IT Service Desk to support our users and helps to reduce the ticket resolution times. A Chatbot, based on Global IT KB articles, provides an easy-to-use IT support channel and instant self-service support to our users. The Product Owner defines the strategy and drives the implementation, operation, and continuous improvement of the service. Reports to Head of Global User Care and Operations Management Team Key Responsibilities: Drive the creation, approval and implementation of the Global IT KB policy. Requirements engineering in alignment with all relevant stakeholders. Drive the definition, implementation and continuous improvement of the service and all related processes, procedures, and guidelines. Overall organization and management of Global IT KB (structure, permissions, reporting, etc.). Drive the creation, continuous improvement and enhancement of the articles and support the IT teams in preparing, publishing, and maintaining the documentation material. Drive the definition, implementation, and continuous improvement of the IT Support Chatbot strategy. Overall organization and coordination of all activities related to the IT Support Chatbot in alignment with the Head of UCOM (User Care and Operations Management) and IT Service Desk Management Service owner. Organize day-to-day operation of the IT Support Chatbot and makes sure that content is available and IT Support Chatbot answers questions accurately and performs tasks correctly. Define, measure and report KPIs on Global IT Knowledge Base, IT Support Chatbot and user training topics. Align with Head of UCOM (User Care and Operations Management), IT Service Desk Management Service owner and all other stakeholders on all relevant topics. Mandatory Skills Chatbot implementation experience is must. Ability and motivation to work independently and within virtual global teams. Ability to motivate people and get things done. Solution focused and customer oriented. Good overall IT knowledge and experience Knowledge and experiences with KB and Chatbots beneficial Excellent English Communication skills, both written & oral Minimum Qualification Work Experience Job Location Regular - B.Tech / B.E. Computer Science Minimum 10+ Year

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