Company
DigitalSupportAutomationSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Digital Support Automation Specialist. Skills: operational administration and continuous improvement of the Intelligent Virtual Agent (IVA) platform, virtual support services, technical and process expert for IVA, governance, demand intake, prioritization, and lifecycle management of IVA services, incident resolution and service requests through IT Service Management systems, collaboration with IT teams and business stakeholders, audits, compliance reviews, documentation, and access control acti”
What You'll Achieve.
Ensure stable, secure, and high-quality virtual support services across global regions; improve platform effectiveness, service outcomes, and end-user experience; operational continuity, reporting, and future development; alignment with Abbott security policies and control requirements; in accordance with defined service levels; ensuring alignment with digital support services, operational processes, and end-user experience objectives; enhance service efficiency and the overall digital support experience
Industry & Context.
analytical mindset with the ability to interpret trends, identify improvement opportunities, and support data-informed decision-making
TRAVEL: Yes, 5 % of the Time
What They're Looking For.
Must Have
2-4 years of experience in IT service operations, automation, virtual agent, platform administration, or related digital support roles, Experience working within IT Service Management environments (e. g. , ServiceNow), understanding of process development, operational governance, support delivery, and service lifecycle management, Experience coordinating across technical and business stakeholders in a global or cross-functional environment
Nice to Have
Fluent in English (written and verbal), EMEA: Fluency in English plus one additional European language (German, French, Spanish, Italian, or Dutch) is an advantage, collaborative mindset with a positive, customer-focused attitude, Ability to operate effectively in a multicultural, international, and virtual IT organization, High attention to detail and accuracy in administrative, operational, and documentation tasks, documentation skills with the ability to translate complex technical processes into clear operational guidance, Effective meeting facilitation, coordination, stakeholder management, and communication skills, Ability to balance operational execution with continuous improvement, governance, service quality, and cross-platform support objectives, analytical mindset with the ability to interpret trends, identify improvement opportunities, and support data-informed decision-making, Adaptability and comfort working across a broad technology support ecosystem with evolving priorities and operational needs
What You'll Do.
Owns the day-to-day administration of IVA platforms within GSD
ensuring availability
and operational stability of Virtual Agent services.
Maintains integration and cohesion between ServiceNow Virtual Agent and Dialogflow solutions to support a seamless and consistent user experience.
and maintains IVA topics and conversation flows to improve platform effectiveness
and end-user experience.
Preserves historical data
and documentation of IVA flows
and related artifacts for operational continuity
and future development.
Manages IVA access rights and user administration
ensuring proper role-based access in alignment with Abbott security policies and control requirements.
Resolves IVA-related incidents and service requests through the IT Service Management system in accordance with defined service levels.
Provides administration
and continuous improvement for related technology platforms and tools within GSD
including virtual agent
and scheduling solutions
ensuring alignment with digital support services
operational processes
and end-user experience objectives.
Supports the operational readiness
and sustainability of related support technologies and integrations that enhance service efficiency and the overall digital support experience.
How You'll Work.
Team & Collaboration
Coordinate governance, demand intake, prioritization, and lifecycle management of IVA services; Collaborate with IT teams and business stakeholders to enable effective adoption and operation of IVA-enabled services; Monitors, guides and organizes the efforts of technical and programming support staff; Experience coordinating across technical and business stakeholders in a global or cross-functional environment
Communication Scope
Effective meeting facilitation, coordination, stakeholder management, and communication skills
Process & Methodology
May have indirect project budget responsibility, stay within project budget
Full Job Description
## **JOB DESCRIPTION:** Own the operational administration and continuous improvement of the Intelligent Virtual Agent (IVA) platform and related digital support technologies Ensure stable, secure, and high-quality virtual support services across global regions Act as a mid-level technical and process expert for IVA, serving as an escalation point for complex operational issues Coordinate governance, demand intake, prioritization, and lifecycle management of IVA services Support incident resolution and service requests through IT Service Management systems in line with SLA and security requirements Collaborate with IT teams and business stakeholders to enable effective adoption and operation of IVA-enabled services Support audits, compliance reviews, documentation, and access control activities related to IVA platforms Core Job Responsibilities Owns the day-to-day administration of IVA platforms within GSD, ensuring availability, accuracy, performance, and operational stability of Virtual Agent services. Maintains integration and cohesion between ServiceNow Virtual Agent and Dialogflow solutions to support a seamless and consistent user experience. Designs, enhances, and maintains IVA topics and conversation flows to improve platform effectiveness, service outcomes, and end-user experience. Preserves historical data, version control, and documentation of IVA flows, configurations, and related artifacts for operational continuity, reporting, and future development. Manages IVA access rights and user administration, ensuring proper role-based access in alignment with Abbott security policies and control requirements. Resolves IVA-related incidents and service requests through the IT Service Management system in accordance with defined service levels. Provides administration, operational support, and continuous improvement for related technology platforms and tools within GSD, including virtual agent, remote support, and scheduling solutions, ensuring alignment with di
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