Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Digital Transformation with AI & Operations SpecialistPosition Summary

Operations-focused specialist supporting Thermo Fisher’s E-commerce website, Sales App and Genesys contact-center platforms. Owns day-to-day issue triage via ServiceNow, coordinates global tech teams for fixes/enhancements, and leads major-incident communication to protect customer experience. Monitors RPA/automation, contributes to AI use-case pilots, and builds Power BI dashboards to drive continuous improvement, localization quality, and operational stability.

This position focuses on issue management, system improvements, AI based use case development, automation initiatives, and coordination across multiple business and technology stakeholders. The ideal candidate will bring strong analytical capabilities, customer centric thinking, and hands on experience in application operations and digital solution enablement.

Responsibilities1. AI and Digital Innovation

• Participate in AI related initiatives including identifying use cases, conducting pilots, and applying AI solutions to business workflows
• Support the adoption of AI based tools that enhance operational efficiency and customer experience
• Document and share best practices for AI adoption across teams

2. Project Delivery and Cross Functional Collaboration

• Support requirement gathering, analysis, testing, and UAT as part of global and regional IT projects
• Collaborate with internal and external stakeholders to manage scope, timelines, and quality
• Assist in risk identification, mitigation planning, and project communication

3. E commerce Operations

• Handle day to day E commerce operational issues including defect coordination, case analysis, and global communication
• Work with business partners to identify improvement opportunities and enhance customer experience
• Maintain operational stability through detailed documentation and structured issue management

4. Website Customer Facing Content and Localization

• Manage translation, localization, and content quality for customer facing website menus
• Review customer messages and UI terms to ensure clarity, consistency, and usability

5. Contact Center Platform Support

• Support Genesys Cloud or similar platforms including queue setup, routing logic, and call flow adjustments
• Coordinate technical issues with global support teams and ensure timely resolution
• Monitor performance and identify improvement areas

6. Sales App Operational Support

• Provide user support, troubleshooting, and coordination for Sales application issues
• Communicate with global teams on feature rollouts, enhancements, and issue resolution
• Understand commercial processes to recommend system improvements

7. RPA and Automation

• Monitor RPA bot performance, analyze failures, and drive resolution
• Support identification of automation opportunities and contribute to process analysis
• Participate in automation solution testing and deployment activities

8. Data and Reporting

• Develop and maintain operational dashboards and reports using Power BI
• Analyze data to generate insights that support business and operational decisions

9. ITSM and Change Management

• Manage Change Requests, Incident tickets, and service workflows through ServiceNow
• Support MIM processes by coordinating communication during major incidents
• Document root causes and preventive actions following incidents

QualificationsRequiredBachelor’s degree in Business, IT, Engineering, or related fieldOver 2 years of experience in IT operations, application support, or digital systems managementSI Project experience is highly preferred.Business-level English proficiency (able to communicate effectively with international stakeholders)Knowledge of E commerce, customer service systems, or sales systemsAbility to collaborate with global teams, analyze issues, and coordinate resolutionsStrong communication skills and customer centric problem solving approachAbility to manage multiple priorities in a structured and organized wayTravel may be required (5% or under depending on role)PreferredExperience with Genesys Cloud or other Contact Center technologiesExperience with CRM or Sales App platformsRPA solution experience (UiPath, Automation Anywhere, Power Automate)Power BI or similar BI tool experienceServiceNow or similar ITSM platform experienceExperience with AI initiatives or AI driven business processesProject methodology understanding including Agile, Scrum, or WaterfallExperience working in global or multinational environmentsCompetenciesCustomer first mindsetStrong analytical and problem solving abilityEffective communication and collaboration across teamsSelf driven execution and continuous learningAttention to detail and disciplined operational mindsetAbility to adapt to new technologies such as AI and RPA