Product Owner, Service Desk AI & Automation-Associate Director

Fitch Group is currently seeking a Power Platform and CoPilot Architect based out of our New York office.  

As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world’s top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics. With dual headquarters in London and New York, Fitch Group is owned by Hearst. 

Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we’re home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a “Best Place to Work in Technology” 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference. 

Want to learn more about a career in technology and data at Fitch?

Visit: https://careers.fitch.group/content/Technology-and-Data/

About the Role

The Service Desk AI Product Owner will manage, develop and improve the Service Desk AI Assistant. The Service Desk AI Assistant is available to all users globally and is the users first point of contact for IT issues. Success in this role will lead to opportunities to build addional AI Agents across all of the Technology & Data team

How You’ll Make an Impact: 

• Hands-on Technical Development: Take direct ownership of the technical development, configuration and ongoing enhancement of the Service Desk AI assistant. Build, implement and update AI models, automations and integrations – writing code or configuring platforms as needed to deliver key features and improvements
• Drive User-Centric Enhancements: Actively engage with end users and the Service Desk team to gather feedback and pain points, ensuring the Assistant evolves to meet real-world needs and delivers measurable improvements in user satisfaction and first-contact resolution rates
• Optimize Service Desk Efficiency: Leverage automation capabilities to reduce manual workloads for the service desk, leading to faster ticket resolution times and enabling the team to focus on more complex issues.
• Data-Driven Decision Making: Analyze usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant’s responses to improve accuracy and effectiveness
• Lead Continuous Improvement: Establish a regular cadence for reviewing product performance, prioritizing enhancements, and implementing new features that keep the Service Desk AI Assistant aligned with evolving business objectives and technology advancements.
• Foster Cross-Functional Collaboration: Work closely with IT, business stakeholders, and external partners to ensure seamless integration of the AI Assistant with existing systems, driving adoption and maximizing organizational value.
• AI Technologies: Keep up to date with AI technologies at both a technical and user level drive forward the Service Desk AI assistant to leverage the latest technologies
• External & Internal Stakeholder Management: Partner with external and internal stakeholders to resolve AI related issue as well as define guidelines for applicatio