Service User Experience & Automation Lead Job detail

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 Smurfit Westrock (

NYSE:

SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate. Our technology organization is transforming how we work at Smurfit Westrock. We align with our businesses to deliver innovative solutions that: Address specific business challenges, integrate processes, and create great experiences Connect our work to shared goals that propel Smurfit Westrock forward in the Digital Age Imagine how technology can advance the way we work by using disruptive technology We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology.

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:

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. Map and maintain customer journeys and service touchpoints, identifying friction, duplication, and automation opportunities. Embed user‑centric design, shift‑left, and experience‑led thinking into IT services and processes. Analyze and act on customer satisfaction feedback from: Dot (Moveworks) chatbot interactions ServiceNow portal surveys and feedback mechanisms Other feedback channel as needed Translate qualitative and quantitative feedback into prioritized improvement actions. Ensure user feedback is systematically embedded into the ServiceNow and AI roadmap, driving continuous experience improvements. Drive the development and evolution of Dot, increasing adoption and usability through: New skills, plugins, and automation capabilities Streamlined access to services, knowledge, and requests Promote and enable AI and automation adoption to reduce manual effort, improve speed to value, and enhance user satisfaction. Support training and optimization of AI solutions to improve accuracy, relevance, and user trust. Help drive the development and optimization of the Smurfit WestRock ServiceNow portal to provide a consistent, intuitive user experience. Rationalize and standardize cross‑company Service Request Catalog items, ensuring availability through Dot and the portal. Ensure request fulfillment is simple, discoverable, and optimized for self‑service consumption. 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. Develop new content to support services and capabilities introduced through automation and experience improvement initiatives. What you need to succeed Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience). 1-2 years of general IT service and support experience, with a minimum of 2 years' experience in

ITSM/ITIL

aligned roles. Prior organisational or domain specific IT experience (e.g. WestRock) is advantageous but not required. Knowledge of IT Service Management (ITSM) principles, governance, and process ownership aligned to

ITIL 4/5.

Ability to design, govern, and continuously improve ITSM processes that deliver measurable business value. Experience using ITSM platforms (e.g. ServiceNow or equivalent ticketing systems) and process driven tooling. Strong analytical and problem solving skills, with the ability to use data, metrics, and insights to identify and drive improvement opportunities. Proven ability to gather, analyse, and use data to prioritise changes that bring the greatest benefit to the business. Effective stakeholder engagement and influencing skills, with the ability to lead and drive outcomes without direct authority. Strong written and verbal communication skills, including the ability to clearly explain complex or technical topics to diverse audiences. Highly organised with strong time management and prioritisation skills, able to manage multiple priorities in a fast paced, deadline driven environment. Demonstrated initiative, accountability, sound decision making, and a high level of self direction. Ability to train, enable, and educate others on ITSM processes, tools, and best practices. Strong collaboration skills, with the ability to influence technical and nontechnical stakeholders across all levels of the organisation. Strong customer focused mindset, with the ability to engage effectively with corporate teams as well as operational sites (e.g. plants and mills). Familiarity with continuous improvement methodologies such as Lean, Agile, Six Sigma, and/or Organisational Change Management. Working knowledge of automation, generative and agentic AI capabilities within enterprise service management environments (e.g. Virtual Agents, workflow automation, Copilot, Moveworks). Curiosity and a desire to continuously learn and evolve ITSM practices using automation, AI, and emerging technologies. 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. Ability to quickly learn new tools, processes, and concepts in a dynamic environment. Ability to coordinate multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment. Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or data center infrastructure and operations What we offer: Corporate culture based on integrity, respect, accountability and excellence Comprehensive training with numerous learning and development opportunities An attractive salary reflecting skills, competencies and potential A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work. Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.