AI Ops/ IT Automation Engineer (Agentic AI ITSM)

<p><strong></strong></p> <h2><strong>AI Ops/ IT Automation Engineer (Agentic AI ITSM)</strong></h2> <p>Looking to build and operate <strong>nextgeneration AIdriven IT operations</strong> in a modern enterprise environment? Join us as <strong>AI Ops / IT Automation Engineer</strong> and help transform IT service delivery through <strong>agentic AI</strong>, workflow orchestration, and intelligent automation.<br><br>Motivated by our values: <strong>Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid</strong>.</p> <p>We are modernizing IT operations to deliver reliable<strong>, scalable, and employeecentric IT service experience</strong>. This role will help design, build, and run <strong>agentic AI workflows</strong> that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security.</p> <p>This pivotal role requires expert understanding and handson knowledge of <strong>AIassisted ITSM automation</strong>, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Azure AD/Entra ID, endpoint management, and ITSM tooling), with working experience across an <strong>agentic AI ITSM studio</strong> (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration).</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>Serve as an <strong>AI Ops / IT Automation Engineer</strong> responsible for <strong>AIdriven IT operations and automation</strong></li> <li>Lead technical investigation and architecture for <strong>agentic AI use cases</strong> that improve efficiencies and end user experience</li> <li>Build, configure, and maintain <strong>AI Agents</strong> for IT incidents, service requests, and employee selfservice</li> <li>Design, build, and operate <strong>Agentic Workflows</strong> including branching logic, retries/timeouts, approvals, and humanintheloop handoffs</li> <li>Develop and manage <strong>Agentic Apps</strong> and execution flows for repeatable ITSM and infrastructure automations</li> <li>Configure and operationalize <strong>AI Functions</strong> (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns</li> <li>Implement and maintain integrations using <strong>MCP, APIs, webhooks, and eventdriven Triggers</strong> to connect ITSM, identity, endpoint, and collaboration systems</li> <li>Build and curate <strong>Knowledge</strong> sources used by agents; ensure freshness, relevance, and governance of content</li> <li>Monitor and improve operational performance using <strong>dashboards, agent interaction traces, workflow execution logs</strong>, and run analytics</li> <li>Provide technical leadership on implementing automation, education, and selfserve tooling for incident and service request reduction</li> <li>Partner with information security teams to ensure <strong>leastprivilege access, secret management (API keys), auditability, and compliance</strong> for AIinitiated actions</li> <li>Serve as a technical expert for <strong>automation platforms, ITSM tooling, and escalatio</strong></li> <li><strong>3+ years</strong> of experience as AI engineer or AI Ops Engineer.</li> <li>Strong understanding of <strong>IT service management processes</strong> (Incident, Request, Change, SLAs)</li> <li>Hands‑on working knowledge of an <strong>agentic AI studio</strong>, including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration</li> <li>Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC), IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools</li> <li>Excellent analytical skills and experience of <strong>JavaScript</strong> and automation scripting to streamline operations (Python or PowerShell is a plus)</li> <li>Strong understanding of <strong>REST/SOAP APIs, JSON, authentication</strong>, and error integration (retries, timeouts, idempotency)</li> <li>Strong oral and written communications with excellent teamwork and interpersonal skills to deliver support and enablement</li> <li>Collaborative working style to be able to partner with technology and business stakeholders across the organization and influence technology decisions</li> <li>A strong track record of executing in a dynamic and fast‑paced environment</li> </ul> <h2><strong>Preferred Qualifications:</strong></h2> <ul> <li>Hands‑on experience working on <strong>ai, ServiceNow Agentic AI, Moveworks, Aisera, Kore.ai</strong>, or similar agentic AI / intelligent ITSM platforms</li> <li>Hands‑on experience with <strong>ServiceNow</strong> or comparable enterprise ITSM tools</li> <li>Experience designing <strong>human‑in‑the‑loop automation</strong>, confidence‑based execution, approval gates, and safe fallback to L2/L3 support</li> <li>Familiarity with <strong>AI model configuration, model governance, and operational controls</strong> (latency/cost tradeoffs, model selection, environment separation)</li> <li>Experience with <strong>workflow orchestration</strong> and low‑code/no‑code automation platforms</li> <li>Experience working with Large Language Models (LLMs), including prompt design, model selection, governance in production IT operations, and implementing Retrieval‑Augmented Generation (RAG) with curated enterprise knowledge sources</li> <li>Understanding of <strong>security and compliance</strong> practices for enterprise automation (RBAC, secrets, auditing, data handling)</li> <li>Experience using collaboration and knowledge platforms such as <strong>Confluence and Jira</strong></li> </ul> <p><strong>#LI-KP1</strong></p>