Senior Data Operations Specialist /Engineer - AI/ML

This is a techno-operational role where you will be able to hone your technical and operational prowess. As an AI Data Operations Specialist, you will play a significant part in evolving the foundational Data services and capabilities for our AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. You will also be deeply engaged with and providing support to our engineering team in data initiatives. You will provide excellent support to the BUs with a variety of requests for customer datasets in a complex landscape and must ensure that each interaction is handled with a professional attitude and a superior level of service- it is about passion, innovation, and excellence in a fast-paced and dynamic organization.

What you will achieve:

• Work directly with the BU and AI Product Managers and engineers to research, troubleshoot, and resolve data requests and issues in a timely manner.
• Work directly with our engineering scrum teams to provide needed technical or program support
• Develop a detailed understanding of the NOW platform, the architecture of our systems, software, and tools
• Be able to troubleshoot and root cause various types of issues and gaps
• Ensure that all issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.
• Effectively prioritize and escalate issues when appropriate, driving problems to resolution as well as manage communication and expectations internally and with stakeholders
• Clearly and succinctly document the details around the case resolution, providing outstanding customer service and high-quality technical responses.
• Engage across corporate functions (Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.