Automation Lead - Service Desk Job in Alstom

Automation Lead for Service Desk

This is an Individual Contributor Role Reporting to the IS&T Support Manager, you will be responsible for Identifying & drive automation initiatives like Chatbot, RPA to improve End user experience & bring efficiency

RESPONSIBILITIES:

• Understand the end user support service, tools of Service Partners and analyze the same
• Identify & drive automation initiatives (Eg: RPA, chatbot)
• Chatbot:
  • Identify & Build use cases for chatbot & work with Partners to drive implementation
  • Work on the chat flows, communication
  • Drive adoption of tool coordinating with communication team
  • Coordinate with internal & external partners for driving improvements on tool
  • Build user feedback surveys & drive improvements based on inputs received
• Robotic Process Improvement (RPA)
  • Identify opportunities for RPA
  • Monitor existing use cases implemented, identify any bugs & mitigate them
  • Coordinate with internal & external partners for driving improvements
  • Measure success criteria
• End User Portal: Enhance & drive end user portal design
• Identify more opportunities for Automation in Service Desk Space
• Observe industry trends and recommend new tools for automation
• Ensure compliance with Quality Assurance plans and Service Agreements linked to contracts
• Secure the hand over between build and run activities during the transition period
• Formalize issues, follow up and escalation with service partners
• Propose improvements actions and follow-up action plans to achieve the quality of service expected
• Assess Customer Satisfaction data points and drive improvements where needed
• Share executive summary slides on problem areas and share recommendations on improvements

Qualifications & Skills:

EDUCATION: Graduated with an engineering degree, preferably in information technology

BEHAVIORAL COMPETENCIES:

• Strong in code of Business Conduct and ethics, Professional, Punctual & sticking to timelines for work assigned or picked up
• You demonstrate good communication, leadership and change management skills.
• You are self-motivated, result oriented and show intellectual curiosity and creativity.
• You are responsive and Resilient
• Fluent in English (Written & Spoken)
• You are eager to work with autonomy in an international environment and to face the challenges of Alstom IT Environment

TECHNICAL COMPETENCIES & EXPERIENCE

• Graduated with an engineering degree, preferably in information technology
• Have 5-7 years of experience in end user support services and operational service management. You are familiar with user adoption issues.
• Exposure to Automation initiatives and tools (Chatbot, RPA,etc)
• Experience in working on Chatbot must
• Fluent in English, you are eager to work with autonomy in an international environment and to face the challenges of the new Alstom
• Excellent communication skills, conversation flow
• Understand end user view & adopt tools to suit them
• ITIL certified
• Good presentation and communication skills
• Good command over excel, powerpoint, visio, msproject and other day today tools
• Awareness to Service Now

Location: Bangalore

Travel will be there to review Service Provider performance and address gaps. 25% to 50%

At Alstom we offer you the opportunity to unleash your potential and reinvent yourself. As a future employee, you will have a unique opportunity to drive our organization forward, while continuing to build your career and contribute to the expanding growth of the global railway industry. More information about Alstom can be found at: