AI Enablement Analyst - Service Desk Automation

Kiewit (Canada)

Omaha (NE)

On-site

USD 90,000 - 120,000

Full time

38 hours ago

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Benefits offered by this job

Top-tier medical, dental and vision

Voluntary wellness programs

Life insurance

Disability coverage

Retirement plans with matching

Generous paid time off

Job summary

Kiewit Technology Group in LaVista, NE is seeking a Business Analyst with AI enablement to identify and automate high-volume, repetitive work across Kiewit Service Delivery. You will analyze support processes, ticket trends, and technician workflows to translate opportunities into AI-powered bots and self-service solutions.

The ideal candidate has hands-on experience building AI agents and workflow automation, plus strong business analysis and Service Desk knowledge.

Qualifications

Bachelor's degree preferred; equivalent professional experience considered.
2-10 years in business analysis, process improvement, automation, Service Desk, Help Desk or IT support.
Experience translating business problems into technical requirements.
Hands-on experience with AI agents, chatbots, workflow automation or low-code solutions.
Experience with Copilot Studio, Scout, Power Automate or Power Platform preferred.
Ability to analyze operational data and identify patterns for automation.
Strong troubleshooting and problem-solving skills.
Knowledge of ServiceNow data, reporting and metrics is a plus.
Understanding generative AI and where human review is necessary.

Responsibilities

Analyze Service Desk processes, ticket trends, recurring issues, and technician workflows.
Identify high-volume, repetitive, manual, or time-consuming work that can be improved.
Gather requirements from technicians and support leaders and translate them into solutions.
Build and maintain AI agents, bots, workflow automations, and self-service solutions.
Develop prototypes and proofs of concept, then move successful ideas into sustainable processes.
Measure whether solutions reduce repetitive work and improve the support experience.
Document processes, requirements, solutions, and support procedures.
Partner with Service Desk technicians to test solutions and incorporate frontline feedback.
Help technicians understand and adopt new AI-enabled workflows and tools.
Work within Kiewit security, privacy, and responsible-AI requirements.
Develop and Maintain ServiceNow reports and dashboards.