Own the operational administration and continuous improvement of the Intelligent Virtual Agent (IVA) platform and related digital support technologies
Ensure stable, secure, and high-quality virtual support services across global regions
Act as a mid-level technical and process expert for IVA, serving as an escalation point for complex operational issues
Coordinate governance, demand intake, prioritization, and lifecycle management of IVA services
Support incident resolution and service requests through IT Service Management systems in line with SLA and security requirements
Collaborate with IT teams and business stakeholders to enable effective adoption and operation of IVA-enabled services
Support audits, compliance reviews, documentation, and access control activities related to IVA platforms
Core Job Responsibilities
Owns the day-to-day administration of IVA platforms within GSD, ensuring availability, accuracy, performance, and operational stability of Virtual Agent services.
Maintains integration and cohesion between ServiceNow Virtual Agent and Dialogflow solutions to support a seamless and consistent user experience.
Designs, enhances, and maintains IVA topics and conversation flows to improve platform effectiveness, service outcomes, and end-user experience.
Preserves historical data, version control, and documentation of IVA flows, configurations, and related artifacts for operational continuity, reporting, and future development.
Manages IVA access rights and user administration, ensuring proper role-based access in alignment with Abbott security policies and control requirements.
Resolves IVA-related incidents and service requests through the IT Service Management system in accordance with defined service levels.
Provides administration, operational support, and continuous improvement for related technology platforms and tools within GSD, including virtual agent, remote support, and scheduling solutions, ensuring alignment with digital support services, operational processes, and end-user experience objectives.
Supports the operational readiness, configuration, and sustainability of related support technologies and integrations that enhance service efficiency and the overall digital support experience.
Supervisory / Management Responsibility
May have indirect project budget responsibility, stay within project budget
Monitors, guides and organizes the efforts of technical and programming support staff.
Education and Experience
Bachelor’s degree in Information Technology, Computer Science, Business Systems, or equivalent practical experience.
2-4 years of experience in IT service operations, automation, virtual agent, platform administration, or related digital support roles.
Experience working within IT Service Management environments (e.g., ServiceNow).
Strong understanding of process development, operational governance, support delivery, and service lifecycle management.
Experience coordinating across technical and business stakeholders in a integral or cross-functional environment.
Supplemental Education, Experience or Skills
Fluent in English (written and verbal).
EMEA: Fluency in English plus one additional European language (German, French, Spanish, Italian, or Dutch) is an advantage.
Strong collaborative mindset with a positive, customer-focused attitude.
Ability to operate effectively in a multicultural, international, and virtual IT organization.
High attention to detail and accuracy in administrative, operational, and documentation tasks.
Strong documentation skills with the ability to translate complex technical processes into clear operational guidance.
Effective meeting facilitation, coordination, stakeholder management, and communication skills.
Ability to balance operational execution with continuous improvement, governance, service quality, and cross-platform support objectives.
Strong analytical mindset with the ability to interpret trends, identify improvement opportunities, and support data-informed decision-making.
Adaptability and comfort working across a broad technology support ecosystem with evolving priorities and operational needs.