IT Operations - Support Specialist - Digital Experience Team

Job Description

Tech@Aramark delivers services that enable our businesses to effectively use technology to achieve exceed our business results. We believe it is our responsibility to make it easy for “technology to just work.”  We are driven to give the users of our services an excellent service experience, allowing their focus to remain on Aramark’s clients and consumers.  

​​​​​​The Digital Experience team is the leader of human centric interaction points in Tech@Aramark, uncovering impactful insights and transforming Aramark’s end users experience. Using leading-edge technology and analytics, Digital Experience synthesizes operational and consumer data to optimize strategies that enhance the end user’s experience and blaze a trail for innovation.  Through continuous expansion of analytical capabilities and a comprehensive method of understanding the industry at large, the Digital Experience team harnesses the power of data as the most strategic asset in maximizing value for consumers, operators, and businesses alike. 

This role is for a passionate Agentic AI Specialist who will work closely with the Product Owner to review user requests, update AI models, and resolve issues. The virtual assistant, built on cutting-edge generative AI technology and accessible through digital channels as well as voice, provides fast and easy access to support and answers across employee service domains, from IT to Payroll to HR and much more. To succeed, you must possess strong product instincts, excellent communication skills, technical fluency, and empathy. You should have an appreciation for and understanding of lean startup, Agile, and user-centered design values, principles, and practices. The ability to analyze data guided by strategic thinking is critical. 

In this role, you will manage end-to-end delivery, drive measurable outcomes, and build long-term partnerships.

Job Responsibilities

Solution Development: Support the employee agentic agent solution through iterative design, development, and delivery. 

User Request Review: Review team member requests and feedback to ensure the agent is meeting their needs and driving business value. 

Model Updates: Update AI models based on user interactions and feedback to improve accuracy and performance. 

Issue Escalation: Identify and escalate issues to the Product Owner and relevant stakeholders as they occur. 

Stakeholder Communication: Communicate with Aramark stakeholders to understand business objectives, ask the right questions, craft solutions, and deliver validated commerce products and capabilities. Flex between business stakeholder communication and technical discussions with ease. 

Backlog Management: Create and maintain a backlog of feature requests to meet identified needs. Prioritize open requests based on overall strategy, juggling scope, time, and budget. 

Iterative Development: Rapidly iterate on prototypes and working applications. Contribute to the planning, execution, and review of each sprint or release cycle. 

Vendor Management: Act as a point of contact with vendor partners. Support discussions between Aramark stakeholders and the vendor team. 

Deployment & Support: Support the deployment of product enhancements to segmented Aramark end-users while following our release schedule. Help define, document, and establish support processes with the product. 

Internal Processes: Guide the solution through internal processes with Information Security, Architecture Review Board, Compliance, etc., engaging vendors and internal subject matter experts as needed. 

Product Updates: Proactively share updates on the product roadmap, capabilities, and feature releases with technology and business leaders. Serve as a product subject matter expert. 

Data-Driven Decisions: Drive the practice of collecting and analyzing data about usage, adoption, etc., to inform product direction. 

Collaboration: Work collaboratively with colleagues on cross-functional and co-located product and business teams. Participate, support, and lead cross-functional initiatives or projects related to the optimization of the product portfolio in various stages of the lifecycle. 

Documentation: Ensure product documentation is created and available for all stakeholders – i.e., Field Operations, Deployment, Support, Marketing, Sales, etc. 

Project Tracking: Track project status, manage, and escalate project issues and risks as appropriate. 

Qualifications

Education & Experience: Bachelor’s degree in Computer Science or a related discipline with 3-5 years of experience. 

Product Management: Previous experience in product management, business analysis, or support specialist within a technology team. 

Project Delivery: Successful management and delivery of products for mid to large-scale organizations using internal, vendo