The Senior Services Efficiency & Automation Analyst is responsible for analyzing operational workflows, and service delivery processes within IT Support and Managed Services. This role identifies opportunities for automation, workflow improvements, and knowledge management enhancements. The analyst collaborates with cross-functional teams to propose, present, and support the implementation of these initiatives, including leveraging AI-driven solutions and automation tools to enhance service efficiency.
Automation & AI Implementation
Identify and prioritize use cases for automation in IT support and managed services.
Collaborate with customer engagement and technical teams to design, implement, and test automation solutions (e.g., chatbots, RPA, AI-assisted ticketing).
Support the training and fine-tuning of generative AI models for knowledge base enhancement and service optimization.
Knowledge Management & Workflow Enhancement
Coordinate the establishment and continuous improvement of knowledge bases to enable self-service and improve resolution times.
Work with subject matter experts (SMEs) to document best practices, troubleshooting guides, and FAQs.
Ensure integration of knowledge management systems with automation and AI tools.
Cross-Team Collaboration & Change Management
Work with IT, service delivery, and business stakeholders to align automation initiatives with business goals.
Facilitate training sessions and workshops to drive adoption of automation tools and new processes.
Monitor industry trends and emerging technologies to identify opportunities for continuous improvement.
Required Qualifications & Skills
Education & Experience
Bachelor's degree in Information Technology, Business Process Management, or a related field (or equivalent experience).
3+ years of experience in service operations, IT support, automation, or process improvement roles.
Experience with IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or Jira Service Management.
Technical & Analytical Skills
Strong understanding of workflow automation, AI-driven support tools, and process optimization methodologies.
Familiarity with automation tools such as Robotic Process Automation (RPA), chatbot platforms, or AI-driven service solutions.
Ability to analyze and interpret data to drive process improvement recommendations.
Soft Skills & Collaboration
Strong communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.
Problem-solving mindset with a focus on efficiency and user experience.
Ability to work collaboratively in a cross-functional environment and manage multiple projects simultaneously.
Preferred Qualifications:
Experience with AI/ML applications in customer support or managed services.
ITIL certification or experience in IT Service Management frameworks.
Knowledge of scripting languages or low-code automation platforms (e.g., Python, Power Automate, UiPath).
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Location:MA-Casablanca, Morocco (Boulevard Al Quods)Time Type:Full timeJob Category:Engineering and Technology