AI Senior Specialist (Service Desk)

Your Key Responsibilities

• Drive the AI automation strategy for the Service Desk.
• Identify, analyze and prioritize AI use cases ( e.g. ticket automation, virtual agents, self-service, predictive insights )
• Work in very close Alignment with the Service Now team, especially around Now Assist and AI-enabled ITSM capabilities.
• Research, evaluate, and integrate emerging AI technologies and tools relevant to service desk automation.
• Define functional and technical requirements, user stories, and acceptance criteria for AI solutions
• Perform testing, validation and quality assurance of implemented AI solutions
• Evaluate AI solution performance using KPIs, data analysis, and qualitative feedback
• Provide consulting and advisory support to Service Desk Leadership and stakeholders on AI opportunities and limitations
• Access and compare alternative AI tools and platforms beyond Service Now, including feasibility, scalability, and integration potential
• Apply strong analytical judgement to determine which automations make sense and which not
• Monitor AI system performance, troubleshoot issues, and apply continuous improvements.
• Engage actively in team meetings, presenting AI progress and gathering feedback for ongoing enhancement.
• Collaborate effectively in a global, cross-functional team environment.
• Ensuring security, data protection and compliance considerations are embedded into all AI initiatives.
• Alignment with other Schaeffler AI Stakeholders and initiatives

Your Qualifications

• Extensive experience in Artificial Intelligence, Machine Learning, and automation, ideally in ITSM or Service Desk environments
• Strong understanding of AI-driven automation concepts, NLP, chatbots, intelligent workflows and analytics
• Hands-on experience with Service Now AI capabilities, including Now Assist
• Ability to evaluate, design, and validate AI solutions across multiple platforms and tools
• Very strong analytics and conceptual thinking skills
• High degree of self-reliance and ownership, with the ability to work independently
• Strong understanding of IT Security, risk and compliance in AI based systems
• Fluent to near-native English Skills (written and spoken )

Education:  Bachelor’s or higher degree in Computer Science, AI, Data Science, or related fields

Experience:  8 years