Office of Information and Technology, Connectivity and Collaboration Services, Business Office

CHATBOT AND KNOWLEDGE MANAGEMENT: Collaborate with subject matter experts to design, test, and implement chatbot conversations. Lead ongoing analysis and testing of chatbot transcripts and logs. Service as administrator and coach for Self-service knowledge portal utilizing Knowledge Centered Service (KCS) framework. Research and maintain best practices for KCS Knowledge Management process and Chatbot conversation development.ANALYSIS AND REPORTING: Analyze and present performance metrics for university stakeholders; provide business analysis services for customers during requirements gathering for new or updated systems/services; analyze and report on effectiveness and efficiency of departmental operations to meet goals and objectives; participate in the development and revision of flowcharts and process documents. Support and administer periodic customer satisfaction surveys.PROJECT MANAGEMENT: Participate in the development and implementation of standards, policies, processes, and procedures throughout the project management lifecycle (PMLC) and Agile development lifecycle; assist in the identification and management of risks.

* Serves as the Team Leader for the Service Deployment area of the ITS Service Center. Responsible for customer and client relations/technical consulting, web database administration (design, workflow, and reporting), and resources, training, and support for internal staff and external customers/clients primarily delivered through ITS and FSU Service Center internal/external websites.* Provides project leadership and/or cross-unit team participant for defined IT initiatives that focus on establishing standards and consolidating the business functions across all units of the Information Technology Service organization. Responsible for coordinating and documenting meetings between ITS internal groups, other University entities, and outside vendors. Responsible for ensuring appropriate support mechanisms are implemented, maintained, and properly transitioned into daily operations. Responsible for providing management reports and proposals/recommendations to develop short and long-term strategies to meet ITS service goals and objectives.* Coordinates mechanisms and training to ensure prompt delivery of standardized, accurate and effective statistical data and management reports to ensure all established policies, processes, benchmarks and service turnaround times/commitments are met. Responsible for establishing partnerships to promote regular communication with IT Management, IT Provider Groups and University customers/peers to improve customer relations and efficiencies.* Responsible for developing guidelines and tools to assist with change management and support processes.* Develops online support/training programs, instructional aids, and literature to support internal and external customers and clients. Conducts quality assurance site visits and technical consulting relative to technology products and services.