Digital workplace officer

Role Overview:

The Digital Experience Office Specialist plays a critical role in driving digital transformation within Digital Workplace Services, leveraging cutting-edge technologies such as Generative AI, Predictive Analytics, and AI-powered Service Orchestration. This role utilizes insights from Workblaze and Systrack to enhance the end-user experience, optimize IT operations, and streamline service delivery through intelligent automation and AI-driven virtual assistants like Service Virtual Assyst AI Bot.

Key Responsibilities:

• Digital Transformation & AI Integration: Implement Generative AI and Predictive Analytics to improve user experience, automate processes, and enhance IT service delivery.
• Service Orchestration & AI-driven Automation: Optimize service workflows using Service Virtual Assyst AI Bot, ensuring seamless automation and intelligent ticket resolution.
• Data-Driven Insights & Optimization: Utilize Workblaze and Systrack to analyze digital workplace performance and identify opportunities for continuous improvement.
• Process Documentation & Standardization: Maintain comprehensive documentation, including SOPs, product guides, and digital transformation best practices, with regular updates.
• Reporting & Analytics: Generate and interpret weekly/monthly reports from AI-driven analytics tools to drive decision-making and efficiency improvements.
• Stakeholder Collaboration & Strategy Alignment: Conduct review meetings with key stakeholders to align digital transformation initiatives with business objectives.
• Skill Development & Technical Readiness: Ensure knowledge continuity across teams by developing training plans and preparing stakeholders for adopting emerging technologies.
• Service Improvement & Predictive Maintenance: Leverage Predictive Analytics to proactively address potential service disruptions and enhance IT support efficiency.
• Seamless Transition Management: Collaborate with cross-functional teams to ensure smooth onboarding of new digital workplace solutions and AI-driven capabilities.
• Incident Response & Process Support:
• Proactively monitor and support digital workplace processes.
• Reactively coordinate with relevant teams during outages, reduced services, or other critical events.
• Best Practices & AI Governance: Ensure adherence to Best Operating Practices (BOP) and AI ethics for responsible deployment of Generative AI solutions.

Qualifications & Skills:

• Experience in Digital Workplace Services, IT Service Management, and AI-driven automation.
• Strong analytical skills with expertise in Predictive Analytics, Generative AI, and Digital Transformation frameworks.
• Hands-on experience with AI-powered service orchestration and virtual assistants like Service Virtual Assyst AI Bot.
• Proficiency in Workblaze, Systrack, and ITSM tools.
• Excellent communication, stakeholder management, and strategic thinking abilities.
• Familiarity with ITIL processes, AI governance, and automation best practices.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Job Type: Full-time

Pay: $61,000.00 - $99,000.00 per year

Schedule:

• 8 hour shift

Work Location: On the road

Salary : $61,000 - $99,000