Fitch Group, Inc. · 2 weeks ago
AI Product Owner/Developer, Service Desk AI & Automation-Associate Director
New York, NY
Full-time
Hybrid
Lead/Staff
$120K/yr - $140K/yrFitch Group is a leading global financial information services provider seeking an AI Product Owner & Developer based in New York. This role involves managing and enhancing the Service Desk AI Assistant, focusing on technical development, user engagement, and cross-functional collaboration to improve IT service efficiency and user satisfaction.
CreditFinanceFinancial ServicesFinTech
Responsibilities
Take direct ownership of the technical development, configuration and ongoing enhancement of the Service Desk AI assistant
Build, implement and update AI models, automations and integrations – writing code or configuring platforms as needed to deliver key features and improvements
Actively engage with end users and the Service Desk team to gather feedback and pain points, ensuring the Assistant evolves to meet real-world needs and delivers measurable improvements in user satisfaction and first-contact resolution rates
Leverage automation capabilities to reduce manual workloads for the service desk, leading to faster ticket resolution times and enabling the team to focus on more complex issues
Analyze usage metrics and conversational analytics to identify knowledge gaps and training opportunities, continuously refining the Assistant’s responses to improve accuracy and effectiveness
Establish a regular cadence for reviewing product performance, prioritizing enhancements, and implementing new features that keep the Service Desk AI Assistant aligned with evolving business objectives and technology advancements
Work closely with IT, business stakeholders, and external partners to ensure seamless integration of the AI Assistant with existing systems, driving adoption and maximizing organizational value
Keep up to date with AI technologies at both a technical and user level drive forward the Service Desk AI assistant to leverage the latest technologies
Partner with external and internal stakeholders to resolve AI related issue as well as define guidelines for application of AI
Qualification
Required
Strong background with AI technology on both a technical and user level
Experience with Moveworks Agentic AI platform
You are driven to improve the user experience
Experience with building, deploying or managing AI/Chatbot assistants
Understanding of NLP (Natural Language Processing) concepts, AI model capabilities and knowledge management for ChatBots
Familiarity with IT Service Management (ITSM) tools, mainly Jira Service Desk and have an understanding on how Service Desks operate
Have an ability to analyze usage data, identify trends and make data-driven product improvements
Experience in collaborating with end users, business analysts, IT and external vendors. Translating business needs into technical requirements
Ability to identify workflow bottlenecks and automating repetitive tasks
Preferred
Experience with building, deploying or managing AI/Chatbot assistants specifically Microsoft CoPilot and Azure Bot Services
Experience in Microsoft Power Platform, specifically in Power Automate, Power Apps, Power BI and CoPilot Studio
Previous experience with deploying Service Desk AI chat bots/agents
Experience with working in a global business and partnering with key business stakeholders
Experience in roadmap creation, feature prioritization and backlog management
Experience working in Agile teams (Scrum/Kanbam)
Benefits
Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
Inclusive Work Environment : A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
Company
Fitch Group, Inc.
Fitch Group is a global leader in financial information services with operations in more than 30 countries.
Founded in 1913
5001-10000 employees
H1B Sponsorship
Fitch Group, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (5)
2023 (18)
2022 (5)
Funding
Current Stage
Late StageLeadership Team
Stephen Szypulski
Head of Strategic Operations and M&A Integration, Learning
Recent News
2025-09-14
2025-07-30
2025-06-27
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