WestRock

Anlst, IT Platfs & Ops

WestRock • $70K — $95K *
US-AnywhereRemote in Georgia, US
Information Technology
Less than 5 years of experience
2 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • 1-2 years of general IT service and support experience, with 2 years in ITSM/ITIL aligned roles.
  • Knowledge of ITSM principles and process ownership aligned to ITIL 4/5.
  • Experience using ITSM platforms like ServiceNow.
  • Strong analytical skills with a data-driven approach to improvement.

Responsibilities

  • Own and improve end-to-end service user experiences across AI and digital channels.
  • Map customer journeys to identify friction and automation opportunities.
  • Embed user-centric design into IT services and processes.
  • Analyze customer satisfaction feedback from various channels.
  • Translate feedback into prioritized improvement actions.
  • Drive development of Dot to enhance usability and adoption.
  • Ensure seamless request fulfillment optimized for self-service.

Benefits

  • Corporate culture based on integrity, respect, and accountability.
  • Comprehensive training and development opportunities.
  • Career opportunities within a global packaging company focused on Sustainability and Inclusion.
Full Job Description
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:
  • 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.


About WestRock

Westrock Coffee Company is an integrated coffee, tea, flavors, extracts, and ingredients solutions provider in the U.S., providing coffee sourcing, supply chain management, product development, roasting, packaging, and distribution services to the retail, foodservice and restaurant, convenience store and travel center, CPG, non-commercial, and hospitality industries.

WestRock Careers

Joining WestRock means becoming part of a global team dedicated to supporting some of the world’s leading companies in packaging and distribution solutions. At WestRock, we believe in fostering an environment of growth, innovation, and leadership, making it an ideal place for professionals looking to advance their careers in a dynamic industry.

Work You’ll Do

At WestRock, your work will directly contribute to our mission of redefining how packaging solutions can drive business success. As part of our team, you will use your skills to collaborate on market-leading projects that focus on sustainability and innovation. With a culture that values diversity and leadership, you will be empowered to lead projects at the intersection of technology, sustainability, and customer engagement.

Join Our Market-Leading Team

Become a part of a team where your ideas and contributions are valued. At WestRock, we are committed to providing job opportunities that enhance your professional skills while promoting a culture of diversity and inclusion. Our team consists of over 50,000 dedicated professionals who are leaders in the packaging industry, driving transformation and delivering results with precision and creativity.

Innovative Work

Engage in work that matters with a company that offers diverse job opportunities, from positions in engineering and design to marketing and supply chain management. WestRock is a place where innovation is at the forefront of what we do, integrating cutting-edge technology and sustainable practices to meet the evolving needs of our customers.

Be Part of a Great Team

Working at WestRock means being part of a supportive network that encourages professional growth and development. Enjoy the benefits of a robust internal networking system, diversity training programs, and leadership development opportunities that help you build a fulfilling career.

Future-Proof Your Career

With WestRock, you are not just finding a job; you are building a career. We offer a wide range of career paths, supported by comprehensive training programs and development opportunities that help you grow at every stage of your professional journey. Whether through an internship, entry-level position, or a leadership role, your potential for growth is limitless.

Explore Job Opportunities and Internships

Discover the various career paths WestRock offers. Whether you are a seasoned professional or a recent graduate, explore how your skills and interests align with our needs. We are continuously hiring and looking for individuals who are curious, innovative, and ready to lead.

Stay Connected

Join the WestRock team and stay up-to-date with the latest in industry trends and company news. Search open positions that match your skills and interests, and prepare your resume to take the first step towards a rewarding career at WestRock.

Keep Up to Date

Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at WestRock.

Join Our Team

Search for open positions that match your skills and interests. We look for passionate, creative, and solution-driven team players ready to make a difference.

SEARCH WESTROCK JOBS

At WestRock, we are more than just a packaging company; we are a team that believes in innovation, sustainability, and driving growth through inclusive and diverse global leadership. Join us, and be part of a company that values what you bring to the table and helps you turn your professional aspirations into reality.
Learn more about WestRock
Size
49,900 employees
Market Cap
$8.8 billion
Industry
Food & Beverages
Net Income
-$677.4 million
Founded
1953
5 Year Trend
+7.4%
Revenue
$17.5 billion
NASDAQ
WRK
* Ladders Estimates

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