Are you looking for a career move that will put you at the heart of a global financial institution?
Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.
Role Overview
The Senior Engineering Analyst role leverages deep expertise in conversational AI, ServiceNow, Python, and Machine Learning to design, acquire, and develop a world-class chatbot experience for internal Citi clients. The role focuses on driving the end-to-end customer experience by translating business vision into automated solutions and ensuring quality standards across the AI engineering lifecycle.
What You'll Do
* Focus on the end-to-end customer experience, assisting in the design, tone, content, and interactions to ensure a fantastic user journey, with a strong emphasis on ServiceNow-integrated solutions.
* Review existing conversations to ensure grammatical accuracy, optimize content, recommend new topics, and measure impact on user satisfaction and deflection within the ServiceNow ecosystem.
* Assist in user research and interviews to identify unmet customer needs, incorporating insights from machine learning models.
* Review and modify IT Service Catalog items and create meaningful knowledge articles to ensure simplicity, intuition, and engagement.
* Leverage strong data analyst skills and Python for data manipulation and statistical analysis to deeply understand user behavior, chatbot performance, and recommend enhancements to the customer experience.
* Analyze and synthesize complex data, applying machine learning techniques for pattern recognition and predictive analytics, to drive informed decisions and continuous improvement.
* Identify new integration needs and write comprehensive functional and technical requirements for their implementation.
* Contribute to the budgetary requirement definition, develop functional specifications, and create project plans and software release schedules for AI initiatives.
* Create and maintain detailed documentation on conversation flows, architecture design, API integration, development, and deployment.
* Partner with business and development teams to define detailed engineering requirements and assist in defining application and system requirements and processes.
* Ensure requirements/tasks from technology departments and/or end users are effectively communicated to stakeholders.
* Provide solutions and processes in accordance with audit initiatives and requirements and consult with Business Information Security officers (BISOs) and TISOs
What We Need From You
* Recent and relevant experience in conversational AI, data analytics, process improvement, or an engineering role, with a strong emphasis on chatbot or messaging platforms.
* Strong proficiency in Python programming for data analysis, scripting, API integration, and machine learning model development.
* Demonstrable experience with ServiceNow Virtual Agent configuration and management, including hands-on experience with ServiceNow's NOW Assist capabilities.
* Practical experience applying machine learning (ML) techniques to NLP problems, conversational AI, or data analysis within a production environment.
* ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist - ITSM/CSM, or specific Virtual Agent/AI certifications) are highly preferred.
* Strong enthusiasm for Customer Experience (CX) and User Experience (UX) implementation.
* Project Management experience with a track record of delivering technical solutions.
* Consistently demonstrates clear, concise written and verbal communication skills, able to translate technical concepts for non-technical audiences.
* Demonstrated analytic/diagnostic skills and problem-solving abilities.
* Experience with Agile or SCRUM methodologies and Jira.
* Bachelor's/University degree in a relevant field (e.g., Computer Science, Engineering, Data Science, Business Analytics).
* Professional certifications in Project Management, Agile, or Process Improvement are a significant plus.
What We Can Offer You
By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.
Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.
Job Family Group:
Technology
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Job Family:
Systems & Engineering
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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Accessibility at Citi.
View Citi's EEO Policy Statement and the Know Your Rights poster.