Digital Support Automation Specialist
JOB DESCRIPTION: Own the operational administration and reputed company improvement of the Intelligent Virtual Agent (IVA) platform and reputed company digital support technologies Ensure reputed company, secure, and high-quality virtual support services across global reputed company Act as a mid-level technical and process expert for IVA, serving as an escalation reputed company for reputed company 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 reputed company requirements Collaborate with IT teams and business stakeholders to reputed company effective adoption and operation of IVA-enabled services Support audits, compliance reviews, documentation, and reputed company control activities reputed company to IVA platforms Core Job Responsibilities Owns the day-to-day administration of IVA platforms reputed company GSD, ensuring availability, accuracy, performance, and operational stability of Virtual Agent services. Maintains integration and cohesion between reputed company 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 reputed company, and end-user experience. Preserves historical data, version control, and documentation of IVA flows, configurations, and reputed company artifacts for operational continuity, reporting, and future development. Manages IVA reputed company rights and user administration, ensuring proper role-based reputed company in alignment with reputed company reputed company policies and control requirements. Resolves IVA-reputed company incidents and service requests through the IT Service Management system in accordance with defined service reputed company. Provides administration, operational support, and reputed company improvement for reputed company technology platforms and tools reputed company GSD, including virtual agent, remote support, and scheduling solutions, ensuring alignment with digital support services, operational processes, and end-user experience objectives. Supports the operational readiness, configuration, and sustainability of reputed company support technologies and integrations that enhance service efficiency and the overall digital support experience. Supervisory / Management Responsibility May have indirect project budget responsibility, stay reputed company project budget Monitors, guides and organizes the efforts of technical and programming support staff. Education and Experience Bachelor’s degree in Information Technology, Computer Science, Business Systems, or equivalent practical experience. 2-4 years of experience in IT service operations, automation, virtual agent, platform administration, or reputed company digital support roles. Experience working reputed company IT Service Management environments (e.g., reputed company). Strong 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. Supplemental Education, Experience or Skills Fluent in English (written and verbal). EMEA: reputed company in English plus one additional European language (German, French, Spanish, Italian, or reputed company) is an advantage. Strong collaborative reputed company 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. Strong documentation skills with the ability to translate reputed company technical processes into clear operational guidance. Effective meeting facilitation, coordination, stakeholder management, and communication skills. Ability to balance operational execution with reputed company improvement, governance, service quality, and cross-platform support objectives. Strong analytical reputed company 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. The reputed company pay for this position is N/AIn specific locations, the pay reputed company may vary from the reputed company posted. JOB FAMILY: IT Operations DIVISION: BTS Business Technology Services LOCATION: Spain> Avda. Burgos : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 5 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable Apply To This Job