Senior Engineer Analyst, Citi

Citi

Location:
Ireland, Dublin

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Focus on the end-to-end customer experience, assisting in the design, tone, content, and interactions to ensure a fantastic user journey with 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

Requirements:

Recent and relevant experience in conversational AI, data analytics, process improvement, or an engineering role with 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

Nice to have:

ServiceNow certifications
Professional certifications in Project Management, Agile, or Process Improvement

What we offer:

Competitive base salary (annually reviewed)
Business casual workplace
Hybrid working model (up to 2 days working at home per week)
Additional benefits that support well-being, living well and saving well

Additional Information:

Job Posted:
September 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Engineer Analyst