We are seeking a proactive and detail-oriented AI Support Analyst to join our growing team. This role is ideal for individuals have experience in AI/GenAI and ServiceNow, and exeperience providing exceptional technical support to clients and internal teams.
Responsibilities
- Manage the end-to-end lifecycle of AI-related Demands and Incidents pipeline in ServiceNow
- Analyse and coordinate the demand delivery and incidents resolution with the JTI IA Developers, JTI AI Factory Team or external support team
- In addition, the candidate will be involved in the handover of cases or potential implementation of new cases/features:
- Facilitate the handover of GenAI solutions from JTI AI Factory Team to JTI BTS GBS IA Team
- Coordinate with IA Developers to implement new cases/features (Design, Build, Test, Deploy)
- Communicate with business owners to collect, clarify and document requirements
Competencies
- Good knowledge of AI capabilities (UiPath, Microsoft Copilot, Azure Foundry)
- Experience in ServiceNow ticketing tool for IT (ITSP)
- Experience in Demand Management, Incident Management and Stakeholder Management
- Knowledge of UiPath Automation, RPA and SAP are a plus
Requirements
- Fluent in English
- 2+ years knowledge of AI/GenAI and ServiceNow
- Good analytical skills and attention to detail
