Digital Support Technician providing exceptional support for management software at Wolters Kluwer. Enhancing customer experience through efficient digital channels and continuous product improvement.
About the role
- AI Enablement Specialist implementing AI strategies to enhance operational efficiency and customer interactions. Collaborating across teams and ensuring strong AI adoption throughout the organization.
Responsibilities
- Curate and maintain knowledge sources, structuring them for both human and AI consumption.
- Categorise and maintain content across customer-facing, AI-facing, and internal use cases.
- Define content quality standards (taxonomy, tagging, governance) to ensure reliability of AI answers.
- Partner with internal teams to embed AI in their day-to-day workflows.
- Run workshops, create enablement materials, and provide hands-on guidance for effective AI use.
- Act as the key contact for AI adoption, building trust and awareness across the organisation.
- Apply ITIL and service desk expertise to design workflows that integrate with AI.
- Support configuration and optimisation of enterprise platforms (e.g., JSM, ServiceNow, Zendesk).
- Identify repetitive processes that can be automated, reducing manual effort and improving service levels.
- Configure and fine-tune AI agents (prompts, workflows, integrations) to improve accuracy and usefulness.
- Establish feedback loops with users to refine AI behaviour.
- Track adoption, deflection rates, and accuracy metrics-reporting results to leadership regularly.
- Identify risks and manage governance aspects such as data integrity, bias, and compliance with policies.
Requirements
- Strong experience with enterprise service management platforms (Jira Service Management, ServiceNow, or similar).
- Knowledge of ITIL principles and applying them in real-world environments.
- Experience configuring or working with AI agents (professional or personal projects).
- Proven ability to design and manage structured knowledge bases (Confluence, SharePoint, Notion).
- Excellent stakeholder engagement and communication skills-able to work with engineers, business users, and executives.
- Analytical mindset with ability to define KPIs and measure adoption and performance of AI solutions.
- Hands-on scripting/automation skills (Python, JavaScript, Zapier, Power Automate, n8n, Workato).
- Experience in regulated industries (e.g., financial services, FinCrime, RegTech).
- Familiarity with AI governance frameworks, compliance, or responsible AI principles.
Benefits
- Comprehensive private healthcare
- 18 days of annual leave, increasing with tenure + bank holidays + your birthday and an additional wellness day too.
- Employee Provident Fund
- Group Life Assurance
- Work from anywhere for up to 1 month
- Flexibility in work schedules and locations, ensuring a work-life balance.
- This role can be fulfilled either with a hybrid approach or fully in-office – depending on your preference.
- An open and flexible culture that allows you to work in the best way for you.
Job title
Job type
Experience level
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Not specified
Degree requirement
Tech skills
Location requirements
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