Automation & AI Engineer

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Collaborate with IT leadership to establish and implement the automation roadmap for IT service management.

• Identify manual processes that are high-volume and repetitive, which are appropriate for automation.

• Create business cases for automation that address reductions in effort, cost savings, risk mitigation, and service enhancements.

• Maintain a prioritized backlog of automation tasks that align with business goals.

• Design and deploy AI-driven solutions utilizing leading AI platforms, copilot technologies, and innovative tools.

• Construct AI-assisted workflows for tasks such as incident triage, knowledge retrieval, ticket summarization, root cause analysis, change risk assessment, self-service support, and virtual agents/chatbots.

• Develop responsible AI practices that focus on accuracy, privacy, governance, and compliance.

• Design and implement workflows for the ITSM platform, which includes flow design, integration hubs, service catalogs, virtual agents, and performance analytics tools.

• Create automated approval workflows, ticket routing, service fulfillment, onboarding/offboarding processes, and operational runbooks.

• Assist in the migration and modernization efforts from legacy ITSM platforms.

• Develop integrations across various platforms including ITSM, productivity, cloud, observability, identity, security, endpoint management, and business applications.

• Build and maintain REST APIs, webhooks, middleware, and event-driven integrations.

• Automate data synchronization between ITSM, CMDB, observability, identity, and asset management platforms.

• Support AI-driven operational workflows and incorporate monitoring, alerting, and event management systems into ITSM processes.

• Develop workflows for automated incident creation, enrichment, routing, escalation, and remediation.

• Enable capabilities for predictive operations and self-healing.

• Design digital employee experiences, intelligent knowledge management systems, guided support experiences, and automated request fulfillment workflows.

• Enhance the usability and adoption of the service catalog.

• Create KPI dashboards and metrics to evaluate automation effectiveness, focusing on time savings, ticket reduction, MTTR improvements, SLA compliance, and employee experience.

• Promote continual improvement through data and operational analytics.

• Ensure that solutions comply with security standards, audit requirements, and governance expectations.

• Maintain comprehensive documentation, designs, testing procedures, and operational runbooks.

• Engage in audit, compliance, and operational review activities.

• Collaborate with Infrastructure, Security, Service Desk, Enterprise Applications, and Business Operations teams.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline.

• Over 5 years of experience in automation engineering, software development, DevOps, IT Operations, or ITSM engineering.

• At least 3 years of experience with ServiceNow, Microsoft Power Platform, or comparable workflow automation platforms.

• Strong proficiency in REST APIs, JSON, Webhooks, PowerShell, Python, and JavaScript.

• Experience in integrating enterprise systems and SaaS platforms.

• Familiarity with ITIL practices and ITSM processes, including Incident, Problem, Change, Request Fulfillment, Knowledge, and Asset Management.

• Relevant certifications such as ServiceNow CSA/CAD/CIS, Microsoft Power Platform, or Azure AI Engineer are preferred.

• Experience with AI-driven service platforms, copilot studios, observability tools, identity platforms, and CMDB/ITAM is preferred.

• Background in enterprise AI implementation and governance is preferred.

🏝️ Benefits

• Opportunity for contract-to-hire.

• Flexible remote work arrangement.

• Working hours aligned with EST.

• Commitment to an equal opportunity and inclusive work environment.

• Accommodations for interviews or adjustments available upon request.