Drive the AI automation strategy for the Service Desk.
Identify, analyze and prioritize AI use cases ( e.g. ticket automation, virtual agents, self-service, predictive insights )
Work in very close Alignment with the Service Now team, especially around Now Assist and AI-enabled ITSM capabilities.
Research, evaluate, and integrate emerging AI technologies and tools relevant to service desk automation.
Define functional and technical requirements, user stories, and acceptance criteria for AI solutions
Perform testing, validation and quality assurance of implemented AI solutions
Evaluate AI solution performance using KPIs, data analysis, and qualitative feedback
Provide consulting and advisory support to Service Desk Leadership and stakeholders on AI opportunities and limitations
Access and compare alternative AI tools and platforms beyond Service Now, including feasibility, scalability, and integration potential
Apply strong analytical judgement to determine which automations make sense and which not
Monitor AI system performance, troubleshoot issues, and apply continuous improvements.
Engage actively in team meetings, presenting AI progress and gathering feedback for ongoing enhancement.
Collaborate effectively in a global, cross-functional team environment.
Ensuring security, data protection and compliance considerations are embedded into all AI initiatives.
Alignment with other Schaeffler AI Stakeholders and initiatives

Extensive experience in Artificial Intelligence, Machine Learning, and automation, ideally in ITSM or Service Desk environments
Strong understanding of AI-driven automation concepts, NLP, chatbots, intelligent workflows and analytics
Hands-on experience with Service Now AI capabilities, including Now Assist
Ability to evaluate, design, and validate AI solutions across multiple platforms and tools
Very strong analytics and conceptual thinking skills
High degree of self-reliance and ownership, with the ability to work independently
Strong understanding of IT Security, risk and compliance in AI based systems
Fluent to near-native English Skills (written and spoken)

Senior AI Specialist – Service Desk

Key skills