AI Product Owner/Developer, Service Desk AI & Automation-Associate Director

Fitch Ratings-posted about 1 month ago

Full-time • Mid Level

Hybrid • New York, NY

1,001-5,000 employees

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

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The Service Desk AI Product Owner will manage, develop and improve the Service Desk AI Assistant. The Service Desk AI Assistant is available to all users globally and is the users first point of contact for IT issues. Success in this role will lead to opportunities to build additional AI Agents across all of the Technology & Data team

Hands-on Technical Development: Take direct ownership of the technical development, configuration and ongoing enhancement of the Service Desk AI assistant. Build, implement and update AI models, automations and integrations - writing code or configuring platforms as needed to deliver key features and improvements
Drive User-Centric Enhancements: Actively engage with end users and the Service Desk team to gather feedback and pain points, ensuring the Assistant evolves to meet real-world needs and delivers measurable improvements in user satisfaction and first-contact resolution rates
Optimize Service Desk Efficiency: Leverage automation capabilities to reduce manual workloads for the service desk, leading to faster ticket resolution times and enabling the team to focus on more complex issues.
Data-Driven Decision Making: Analyze usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant's responses to improve accuracy and effectiveness
Lead Continuous Improvement: Establish a regular cadence for reviewing product performance, prioritizing enhancements, and implementing new features that keep the Service Desk AI Assistant aligned with evolving business objectives and technology advancements.
Foster Cross-Functional Collaboration: Work closely with IT, business stakeholders, and external partners to ensure seamless integration of the AI Assistant with existing systems, driving adoption and maximizing organizational value.
AI Technologies: Keep up to date with AI technologies at both a technical and user level drive forward the Service Desk AI assistant to leverage the latest technologies
External & Internal Stakeholder Management: Partner with external and internal stakeholders to resolve AI related issue as well as define guidelines for application of AI

Strong background with AI technology on both a technical and user level
Experience with Moveworks Agentic AI platform
You are driven to improve the user experience
Experience with building, deploying or managing AI/Chatbot assistants.
Understanding of NLP (Natural Language Processing) concepts, AI model capabilities and knowledge management for ChatBots
Familiarity with IT Service Management (ITSM) tools, mainly Jira Service Desk and have an understanding on how Service Desks operate
Have an ability to analyze usage data, identify trends and make data-driven product improvements.
Experience in collaborating with end users, business analysts, IT and external vendors. Translating business needs into technical requirements.
Ability to identify workflow bottlenecks and automating repetitive tasks

Experience with building, deploying or managing AI/Chatbot assistants specifically Microsoft CoPilot and Azure Bot Services
Experience in Microsoft Power Platform, specifically in Power Automate, Power Apps, Power BI and CoPilot Studio
Previous experience with deploying Service Desk AI chat bots/agents
Experience with working in a global business and partnering with key business stakeholders.
Experience in roadmap creation, feature prioritization and backlog management
Experience working in Agile teams (Scrum/Kanbam)

Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

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AI Product Owner/Developer, Service Desk AI & Automation-Associate Director

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