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Anlst, IT Platfs & Ops

May 25, 2026

<div>General Information Job ID ATR62378 Posting Job Title Service User Experience & Automation Lead Locations GA WFH Georgia Employment Type Full Time Date Posted 19-May-2026 Relocation Support No Description & Requirements The opportunity: The Service User Experience & Automation Lead owns the end-to-end user experience across IT services, with a strong focus on AI-driven interactions, automation, and digital self-service. The role ensures customer, user, and employee experiences are intuitive and consistent across Dot (Moveworks), the ServiceNow portal, and key service journeys. It translates user feedback into actionable improvements, shaping the ServiceNow and AI roadmap to deliver measurable time savings, cost efficiencies, and improved satisfaction. This position drives AI adoption shift-left, and automation-first service delivery, ensuring IT services are easy to consume and aligned with modern ITSM best practices, including ITIL 5. How you will impact Smurfit Westrock: <ul><li>Own and continuously improve end-to-end service user experiences across AI, portal, and digital channels, aligned to User Experience (UX), Customer Experience (CX), and Employee Experience (EX) principles.</li><li>Map and maintain customer journeys and service touchpoints, identifying friction, duplication, and automation opportunities.</li><li>Embed user-centric design, shift-left, and experience-led thinking into IT services and processes.</li><li>Analyze and act on customer satisfaction feedback from: <ul><li>Dot (Moveworks) chatbot interactions</li><li>ServiceNow portal surveys and feedback mechanisms</li><li>Other feedback channel as needed</li></ul></li><li>Translate qualitative and quantitative feedback into prioritized improvement actions.</li><li>Ensure user feedback is systematically embedded into the ServiceNow and AI roadmap, driving continuous experience improvements.</li><li>Drive the development and evolution of Dot, increasing adoption and usability through: <ul><li>New skills, plugins, and automation capabilities</li><li>Streamlined access to services, knowledge, and requests</li></ul></li><li>Promote and enable AI and automation adoption to reduce manual effort, improve speed to value, and enhance user satisfaction.</li><li>Support training and optimization of AI solutions to improve accuracy, relevance, and user trust.</li><li>Help drive the development and optimization of the Smurfit WestRock ServiceNow portal to provide a consistent, intuitive user experience.</li><li>Rationalize and standardize cross-company Service Request Catalog items, ensuring availability through Dot and the portal.</li><li>Ensure request fulfillment is simple, discoverable, and optimized for self-service consumption.</li><li>Ensure user experience specific process documentation, procedures, knowledge articles, process flows, policies, and training materials pertaining to AI services and Service Portal are current & accurate.</li><li>Develop new content to support services and capabilities introduced through automation and experience improvement initiatives.</li></ul> What you need to succeed <ul><li>Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience). </li><li>1-2 years of general IT service and support experience, with a minimum of 2 years' experience in ITSM/ITIL aligned roles. </li><li>Prior organisational or domain specific IT experience (e.g. WestRock) is advantageous but not required.</li><li>Knowledge of IT Service Management (ITSM) principles, governance, and process ownership aligned to ITIL 4/5. </li><li>Ability to design, govern, and continuously improve ITSM processes that deliver measurable business value. </li><li>Experience using ITSM platforms (e.g. ServiceNow or equivalent ticketing systems) and process driven tooling. </li><li>Strong analytical and problem solving skills, with the ability to use data, metrics, and insights to identify and drive improvement opportunities. </li><li>Proven ability to gather, analyse, and use data to prioritise changes that bring the greatest benefit to the business. </li><li>Effective stakeholder engagement and influencing skills, with the ability to lead and drive outcomes without direct authority. </li><li>Strong written and verbal communication skills, including the ability to clearly explain complex or technical topics to diverse audiences. </li><li>Highly organised with strong time management and prioritisation skills, able to manage multiple priorities in a fast paced, deadline driven environment. </li><li>Demonstrated initiative, accountability, sound decision making, and a high level of self direction. </li><li>Ability to train, enable, and educate others on ITSM processes, tools, and best practices. </li><li>Strong collaboration skills, with the ability to influence technical and nontechnical stakeholders across all levels of the organisation. </li><li>Strong customer focused mindset, with the ability to engage effectively with corporate teams as well as operational sites (e.g. plants and mills). </li><li>Familiarity with continuous improvement methodologies such as Lean, Agile, Six Sigma, and/or Organisational Change Management. </li><li>Working knowledge of automation, generative and agentic AI capabilities within enterprise service management environments (e.g. Virtual Agents, workflow automation, Copilot, Moveworks). </li><li>Curiosity and a desire to continuously learn and evolve ITSM practices using automation, AI, and emerging technologies. </li><li>Solid computer literacy, including strong proficiency in Microsoft 365 tools (Excel, PowerPoint, SharePoint, Teams); experience with Power BI, Visio, or reporting/visualisation tools is a plus. </li><li>Ability to quickly learn new tools, processes, and concepts in a dynamic environment.</li><li>Ability to coordinate multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment.</li><li>Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or data center infrastructure and operations</li></ul> What we offer: <ul><li>Corporate culture based on integrity, respect, accountability and excellence</li><li>Comprehensive training with numerous learning and development opportunities</li><li>An attractive salary reflecting skills, competencies and potential</li><li>A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.</li></ul> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...