AddressEvery day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do! We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key industries that are shaping the future of the world we live in.
PRODUCT OWNER (CHATBOT)
What will you do?
- 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
Delhi/Bhopal
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Requisition ID: 11738
