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Job Title      : Digital Transformation Specialist- AI

Location   : Cary NC/ Allen Texas

Role Overview:

The Digital Experience Office Specialist plays a critical role in driving digital transformation within Digital Workplace Services, leveraging cutting-edge technologies such as Generative AI, Predictive Analytics, and AI-powered Service Orchestration. This role utilizes insights from Workblaze and Systrack to enhance the end-user experience, optimize IT operations, and streamline service delivery through intelligent automation and AI-driven virtual assistants like Service Virtual Assyst AI Bot.

Key Responsibilities:

• Digital Transformation & AI Integration: Implement Generative AI and Predictive Analytics to improve user experience, automate processes, and enhance IT service delivery.
• Service Orchestration & AI-driven Automation: Optimize service workflows using Service Virtual Assyst AI Bot, ensuring seamless automation and intelligent ticket resolution.
• Data-Driven Insights & Optimization: Utilize Workblaze and Systrack to analyze digital workplace performance and identify opportunities for continuous improvement.
• Process Documentation & Standardization: Maintain comprehensive documentation, including SOPs, product guides, and digital transformation best practices, with regular updates.
• Reporting & Analytics: Generate and interpret weekly/monthly reports from AI-driven analytics tools to drive decision-making and efficiency improvements.
• Stakeholder Collaboration & Strategy Alignment: Conduct review meetings with key stakeholders to align digital transformation initiatives with business objectives.
• Skill Development & Technical Readiness: Ensure knowledge continuity across teams by developing training plans and preparing stakeholders for adopting emerging technologies.
• Service Improvement & Predictive Maintenance: Leverage Predictive Analytics to proactively address potential service disruptions and enhance IT support efficiency.
• Seamless Transition Management: Collaborate with cross-functional teams to ensure smooth onboarding of new digital workplace solutions and AI-driven capabilities.
• Incident Response & Process Support:
• Proactively monitor and support digital workplace processes.
• Reactively coordinate with relevant teams during outages, reduced services, or other critical events.
• Best Practices & AI Governance: Ensure adherence to Best Operating Practices (BOP) and AI ethics for responsible deployment of Generative AI solutions.

Qualifications & Skills:

• Experience in Digital Workplace Services, IT Service Management, and AI-driven automation.
• Strong analytical skills with expertise in Predictive Analytics, Generative AI, and Digital Transformation frameworks.
• Hands-on experience with AI-powered service orchestration and virtual assistants like Service Virtual Assyst AI Bot.
• Proficiency in Workblaze, Systrack, and ITSM tools.
• Excellent communication, stakeholder management, and strategic thinking abilities.
• Familiarity with ITIL processes, AI governance, and automation best practices.