Information Architect mit Englisch - und Deutschkenntnissen
Kyndryl
Brno
před 5 dny
source : Finest Jobs

Information Architect :

The IA (Information Architect) role is part of the LUCA Virtual Assistant offering within Digital Workplace Services. The role is mainly performed as a knowledge engineer that works together with Service Desk Knowledge experts and curates the Question-and-Answer content through implementing self-help services in an interactive Virtual Assistant solution.

Knowledge Articles must be curated and enhanced to deliver high quality content for the cognitive aspect of the Virtual Assistant.

This position is a combination of technical and business leadership interfacing with Kyndryl customer positions such as IT Managers and Service Desk leadership on IT support services.

Responsibilities will include :

  • Be the main point of contact for Virtual Assistant cognitive knowledge management process.
  • Transform self-help services delivered by Kyndryl to its clients to deliver solutions through an interactive virtual assistant offering
  • Curating & enhancing Answer / Question data to deliver high quality answer content
  • Providing technical support to Knowledge Content management and working with Service Management teams to configure new service deployments
  • Responsible for continuously improving the service delivery performance metrics related to answer ratesCollaborating with the LUCA offering technical teams and developers for deployments, problem resolution and further service offering enhancements
  • Act as an SME (Subject Matter Expert) for the LUCA offering, to lead and guide teams to contribute in delivering more value from the service
  • Defining knowledge content taxonomies and ontologies for knowledge categorization
  • Facilitating changes and releases to client instances in accordance with DevOps standards & processes
  • Expected to provide input to service design, defining standards for taxonomies, process workflows, conversational designs, technical solution architectural proposals and decisions, innovation, and problem solving
  • Learn, understand, follow, and improve the methods, tools and assets available to the practice.
  • Identify additional consulting, service and solution opportunities with clients and prospective clients
  • Required Professional and Technical Expertise :

  • Bachelor’s Degree in Engineering and / or IT Programming and / or Services sector
  • Minimum 3 years’ experience working with Service Desk sector
  • Experience in cognitive programming
  • Demonstrated strong communication skills & skills in service desk or virtual agent technology or both
  • Proven ability to interact effectively with senior IT managers / executives
  • A broad understanding of IT infrastructure and strategic operations within Digital Workplace Services
  • Ability to interact with clients on a project basis to help manage client expectations
  • Languages : English - Fluent & German - Native / Fluent
  • Preferred Professional and Technical Expertise :

  • Experience in mobile and workplace support services
  • Understanding of Kyndryl support services
  • Understanding and experience with programming
  • Understanding and experience with service desk
  • Understanding and experience with analytics or analyzing data
  • Experience in user adoption planning within digital transformation projects
  • As an Kyndryl employee, you will be entitled to the following benefits :

    5 weeks of paid vacation

  • Elaborate education program for each employee - training during the work career, courses are lead by professional lectors;
  • e-learning education; flexible education plan for each job position

  • Strong career opportunities
  • Above standard Medical Care
  • Subsidized price of Multisport card
  • Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
  • Preferential mobile tariffs
  • Global Travel and Group Life Insurance
  • Contribution to the Pension fund
  • Employee Assistance Program (24 / 7 helpline)
  • Wellbeing program
  • Parental bonding program (28 days of paid leave to spend with newborn)
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