Automation Engineer – Tier 0 Self-Service, RPA

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

📋 Description

• Create, implement, test, and deliver intelligent automation on ITSM platforms, such as ServiceNow Flow Designer, IntegrationHub, Virtual Agent, AI Ops, and Predictive Intelligence.

• Streamline ticket intake, categorization, routing, fulfillment, notifications, and workflows for Customer-Confirmed Ticket Closure.

• Design and maintain AI-driven Tier 0 self-service solutions, including Virtual Agent conversation design, Active Directory password resets, account unlocks, and automation for status checks.

• Develop predictive analytics and AI/ML models using service data to anticipate trends and provide recommendations.

• Automate repetitive tasks for technicians and administrators through PowerShell, Python, Power Automate, REST APIs, and approved RPA tools.

• Connect ITSM with endpoint management, identity, collaboration, and monitoring systems.

• Refine backlog items, estimate, develop, test, demonstrate completed work, gain stakeholder acceptance, and deliver compliant code and configuration packages.

• Implement secure coding standards, NIST SSDF practices, and Federal security guidelines; document designs, data flows, rollback procedures, and RMF evidence.

• Assess and report the impact of automation on Tier 0 deflection, First Contact Resolution, cycle time, and Customer Effort Score.

• Contribute to the Customer Support Metrics Dashboard, Quarterly XLA Performance Report, and CX Roadmap.

• Identify and prioritize automation opportunities, prepare Proof of Concept Reports, and mentor developers and administrators.

⛳️ Requirements

• Bachelor's degree with at least 10 years of relevant experience; alternatively, a Master's degree with 8 years of experience, or an additional 4 years of related experience can be substituted for a degree.

• U.S. Citizenship is required.

• An Active Secret Clearance (favorably adjudicated T3/T3R) is necessary to start.

• Must be willing and able to obtain Top Secret eligibility post-start, if required by mission needs.

• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.

• Current DoD 8570/8140 IAT Level II baseline certification, such as CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security, is essential.

• Proven ability to work independently, analyze issues, determine appropriate actions, and exercise discretion and independent judgment with minimal supervision.

• A minimum of 10 years of software development or automation engineering experience, including at least 4 years focused on automating IT service management or IT operations processes.

• Practical experience in developing on ServiceNow or a similar enterprise ITSM platform.

• Strong skills in JavaScript, PowerShell, Python, and REST/SOAP APIs.

• Familiarity with applying AI/ML, natural language processing, or predictive analytics to IT operations or customer support scenarios.

• Experience delivering projects within an Agile framework, including sprint demonstrations and stakeholder acceptance, while adhering to secure coding standards.

• Excellent analytical, documentation, and communication skills, particularly in presenting solutions to government stakeholders.

• Desired qualifications include: ServiceNow certifications; Microsoft Power Platform Developer Associate; experience with ServiceNow Predictive Intelligence, Performance Analytics, Now Assist/generative AI in a Government (GCC/IL5) context; RPA and Active Directory orchestration; exposure to Department of War, DoD, or Intelligence Community IT environments; CX measurement; ITIL 4 Foundation; ISO/IEC 20000-1; Power BI and data modeling.

🏝️ Benefits

• This is a salaried, FLSA-exempt position.

• Up to 10% travel may be required.

• The employer is military-friendly, offering support for active-duty and veteran employees.