Senior Specialist - Enterprise AI Assistant

Title : Senior Specialist - Enterprise AI Assistant

• Career Level: D3 – Individual Contributor position.

• Location: Manyata Tech Park, Bangalore   

• Shift: 9 to 6 or IST 2 PM -11 PM IST business requirements. 

• Work Schedule: Three days on-site, two days remote (3/2)

• Experience required: 8 to 11 years.

About AstraZeneca:

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca, we 're dedicated to being a Great Place to Work. 

Who we are:  

The Global Business Service (GBS) team sits within Finance at AstraZeneca and is a dynamic and results-oriented environment and provides a range of enterprise-wide services. We dare to change the way we work by freeing up the business to push the boundaries of science to deliver life-changing medicines. We aim to do this by freeing up time, freeing up money, protecting AZ’s value and providing new capabilities. 

What we do:  

A trusted partner to the business, we’re on a mission to make AstraZeneca more agile, efficient and effective. Through our hybrid model of in-house delivery centers and service towers across the globe, we’re reimagining how we work. Here we drive new ways of working and operating models, process simplification and innovative solutions, whilst ensuring that automation and data is at the heart of everything. 

How we do it: 

Be part of a team building a community. We interact with diverse cultures and perspectives and are united by our sense of belonging. This is the place to learn and grow together. 

Why we love it: 

As a growing multi-national company, there’s so much potential to develop. Embrace opportunities at a global business that’s facing new and varied challenges. This is the place to build an exemplary, international CV. 

A fun place to be, we’re creating community hubs that build partnerships, not just working relationships. 

We’re on an exciting journey to take our team to the next stage. This is the place to leave a legacy behind. 
 

Introduction to role:

AstraZeneca stands at the forefront of scientific innovation, leading the way in addressing unmet medical needs and transforming patient outcomes. As pioneers in biopharmaceutical research and development, we are dedicated to making meaningful advancements in our disease areas and improving the lives of patients worldwide. 

Our people are our most important asset and as part of our dedication to enhancing the employee experience, we have launched an innovative Employee Experience programme aimed at fostering a culture of empowerment, growth, and collaboration. At the heart of this initiative is our Enterprise AI Assistant  – the myAZ service, which seeks to revolutionize the way employees access support and resources. This transformative service reflects our commitment to providing our workforce with seamless, efficient, and personalized assistance. As we continue to prioritize the well-being and professional development of our employees, we are seeking a talented and forward-thinking myAZ Knowledge Analyst to join our team and contribute to our mission of redefining the future of employee support and experience.  

What you will be doing:

As the myAZ Knowledge Analyst at AstraZeneca, you will work closely with the myAZ Knowledge Manager to support the design, implementation, and scaling of the Enterprise Knowledge strategy. You will collaborate with functional Knowledge teams and other stakeholders across the business to drive Knowledge Management initiatives aimed at enhancing AI powered Employee support. 

Your role will focus heavily on maintaining and improving the health of the knowledge assets that drive the answers provided by the myAZ service. You will leverage on your cross-functional collaboration and stakeholder management skills to drive discoverability and accuracy of the answers served by AI technologies. You will manage taxonomy, content lifecycle, search optimization, and quality standards in partnership with product, support and functional Subject Matter Experts (SMEs). 

You will also monitor and analyze key Knowledge Management metrics to identify and implement opportunities for improvement and optimization. 

Key areas of focus for this role: 

1. Knowledge Health 

• Identify Knowledge content gaps and drive processes and initiatives to mitigate and close these gaps 

• Monitor Knowledge Quality Index and lead initiatives to maintain and improve quality thresholds 

2. Continuous Improvement 

• Track and and analyse Knowledge Management performance indicators (such as but not limited to Feedback metrics, Ticket deflection, Content views) to identify trends, gaps and remediation opportunities in Knowledge bases. 

• Partner with cross-functional Knowledge teams and business functions to drive functional accountability to create, maintain and optimize their Knowledge content. 

3. AI Adoption and User Support 

• Be an evangelist to drive adoption of new AI technologies and related processes and content standards. 

• Work together with the myAZ Service team to support on Knowledge-related incidents 

• Collaborate with various functions to identify and integrate new sources of Knowledge.  

4. Innovation 

• Stay informed about industry best practices and emerging trends to drive future demands of AI driven Knowledge Management.  

• Use a forward-looking approach to identify and implement new use cases for Knowledge Management. 

Essential requirements 

• Minimum of 5 years of experience in service-focused Knowledge Management  

• Experience with ServiceNow Knowledge Management as well as other similar platforms 

• Strong understanding of taxonomy, metadata, and ontology concepts and their application within knowledge management systems. 

• Excellent communication and collaboration skills, with the ability to work effectively across diverse teams and stakeholders. 

• Strong analytical and problem-solving abilities to drive continuous improvement. 

Desirable 

• Strong understanding of Knowledge-Centred Support (KCS) methodology 

• Experience of working in a Pharmaceutical industry or other regulated environment 

• Experience of working as part of an Employee Experience transformation initiative 

WHY JOIN US? 

We’re a network of ambitious self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering primmest-in-class technology and data solutions. 

We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters. 

SO, WHAT’S NEXT?  

Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply, and we’ll be in touch as soon as we can. 

WHERE CAN I FIND OUT MORE?  

Our Social Media, Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/ 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.