Automation and AI Transformation Specialist

Corning

30d•Onsite

About The Position

The Automation & AI Transformation Specialist supports the digital transformation of Global Customer Experience by identifying and delivering automation and AI solutions that improve efficiency, scalability, and customer satisfaction. This role works closely with Customer Operations, Program Management, Commercial Process Excellence, IT, and other partners to move initiatives from idea through deployment and ongoing support. The specialist helps ensure solutions are well documented, tested, governed, and aligned with business needs.

Requirements

Bachelor’s degree preferred.
0-3 years experience
Experience working with SAP/ECC and Salesforce.
Strong time management, prioritization, and problem‑solving skills.
Proven ability to lead projects or workstreams through completion.
Experience documenting complex processes.
Ability to work independently and manage workload effectively.
Proficiency with Microsoft 365 tools, including Excel, PowerPoint, Outlook, Word, SharePoint Online, Teams, and Teams Channels.
Strong communication skills with the ability to explain complex topics clearly to both internal teams and external customers.
Ability to build positive relationships and facilitate productive discussions across stakeholder groups.

Nice To Haves

Experience with Performance Excellence, Lean, or iKaizen methodologies.
Prior experience supporting automation or AI solutions.
Experience with low‑code/no‑code automation tools (Power Automate preferred).
SharePoint Online site owner or administrator experience.
Familiarity with generative AI tools such as ChatGPT, Copilot, or Claude.
Exposure to RPA, OCR, or intelligent document processing technologies.
Experience with process analysis, complex process mapping, and process mapping tools.

Responsibilities

Represent Customer Operations and Program Management on automation and AI initiatives.
Partner cross‑functionally with Customer Operations, CEx Program Management, Commercial Process Excellence, and IT to define, document, prioritize, and test initiatives.
Manage the intake and pipeline of automation and AI opportunities, including benefit tracking.
Define, track, and report performance metrics for automation and AI efforts.
Support existing automation solutions (RPA, OCR, AI workflows) in coordination with Automation Specialists and the Automation & AI Transformation Manager.
Manage ServiceNow or similar break/fix tickets, including triage, documentation, and escalation.
Create and maintain process documentation, requirements, test scripts, UAT results, SOPs, and user guides.
Lead or support SIT/UAT testing, production validation, and change control activities.
Build strong working relationships across technical and business teams and communicate status, risks, and dependencies clearly.
Serve as the primary point of contact for IT and GCE partners on assigned initiatives.
Engage with external customers to gather feedback, understand pain points, and ensure solutions meet their needs.
Communicate proactively with external clients throughout project lifecycles, providing updates and addressing questions.
Identify process gaps and recommend automation or AI‑driven improvements.
Coach and support GCE teams as they adopt new digital tools and process changes.