IT Service Desk (Chatbot Specialist)

Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.About the TeamWe are Workday's Service Management Team! Our goal is to drive the effective and efficient operational delivery of the products and services offered by Business Technology. We design, develop and deploy intuitive solutions to help employees with their everyday service needs and our main focus is delivering value through automation and self service. We are excited to welcome new members to our team!About the RoleAs an  IT service Desk Automation Specialist you will play a key role in optimizing IT Service Desk operations, increasing efficiency and delivering better support to end users. Need you to leverage your knowledge and expertise to come up with solutions for IT Service Desk chatbot and increase automation footprint leading to improved user experience.About YouAbout You5+ years experience in conversational UI and Desktop Support2-5+ years experience demonstrated ability in automation and BOT technologyDevelop strategies for bot enhancement and performance improvement.Collaborate with cross functional teams to establish and maintain processes for bot deployment, testing and evaluation.Create and maintain documentation for bot procedures , technical specifications and user manuals.Strong triaging and debugging skills.Review and analyze chatbot conversations to identify areas for improvement.Update and maintain the chatbot's knowledge base and responses to ensure accuracy and relevance.Knowledge of QA methodology and testing approaches and techniquesBachelor’s degreeExperienced in BOT technology, JavaScript, conversational UX and UI design and APIsExperience in ServiceNow, JAMF, Slack,Aisera, Google Apps and Microsoft Suite an advantageAbility to train and mentor other team members on an ad hoc basis.Experience giving feedback to peers in code reviews.Other QualificationsExperience working with cross-functional teams in a fast-paced, collaborative environment.Demonstrates initiative, flexibility, and follow-through.Attention to detail and strong analytical problem-solving skills.Ability to work independently, self-starter and not afraid to constructively challenge the status quoMust be a Team player and should be able to work with minimal day to day supervisionOur Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!