Metrolinx's Innovation and Information Technology office is seeking an innovative AI Strategy Analyst to join our IT Service Desk team. The successful candidate will be responsible for developing and implementing AI-driven strategies to enhance the efficiency, effectiveness, and customer experience of our IT Service Desk. This role will leverage AI and machine learning technologies to analyze service desk data, identify opportunities for improvement, and recommend solutions to optimize our service delivery.
Responsibilities:
- Develop and implement AI-driven strategies to improve IT Service Desk operations, including automation, chatbots, and predictive analytics.
- Analyze service desk data to identify trends, opportunities for improvement, and areas for automation.
- Collaborate with stakeholders to design and implement AI-powered solutions, such as virtual agents, knowledge management systems, and automated workflow tools.
- Conduct feasibility studies and proof-of-concept projects to evaluate emerging AI technologies.
- Work closely with IT teams to integrate AI solutions with existing service desk tools and processes.
- Monitor and report on key performance indicators (KPIs) to measure the effectiveness of AI-driven initiatives.
- Stay up-to-date with industry trends, best practices, and emerging AI technologies
- Provide training and support to service desk staff on AI-powered tools and processes.
- Provide excellent customer service via telephone, email, and chat in support of the frontline team when required.
- Work with ITSD management to develop business cases and proposals to secure funding and resources for AI initiatives.
Desired Skills/Qualifications:
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Experience with IT service management frameworks (e.g., ITIL) and service desk software (e.g., ServiceNow).
- Familiarity with cloud-based AI platforms (e.g., Google Cloud, Microsoft Azure, AWS).
- Certification in AI, machine learning, or IT service management (e.g., ITIL, AIOPs) is an asset.
- Experience with scripting languages (e.g., Python, R) and data visualization tools (e.g., Tableau).
- Knowledge of DevOps practices and Agile methodologies.
- Familiarity with cybersecurity principles and data privacy regulations.
- Good written, oral, and interpersonal communication skills. Ability to effectively prioritize and execute tasks in a high-pressure environment. Team-oriented and skilled in working within a collaborative environment.