▷ Immediate Start: Senior Engineer Analyst

Overview Join to apply for the Senior Engineer Analyst role at Citi in Dublin. Citi has had a presence in Ireland since 1965 and is the Citibank Europe Plc Headquarters. 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 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 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 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.

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 be part of a hybrid workplace (up to 2 days working at home per week) with a competitive base salary (annually reviewed) and a comprehensive benefits package that supports you and your family. Citi is committed to ensuring our workplace is welcoming and inclusive.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, Accessibility at Citi is available. Citi is an equal opportunity employer; qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Seniority level: Not Applicable • Employment type: Full-time • Job function: Engineering and Information Technology • Industries: Banking, Financial Services, and Investment Banking

#J-18808-Ljbffr