Senior AI & ITSM Solution Engineer

As a Senior AI & ITSM Solutions Engineer, you will be responsible for designing, developing, and integrating advanced IT Service Management (ITSM) solutions with AI-driven capabilities. You will work across multiple platforms to enable automation, data interfacing, and innovative AI use cases. Collaborating closely with the ITSM Strategy & Automation Director, the ITSM Business Analyst, and other stakeholders, you will deliver scalable, intelligent service management solutions.

Key Responsibilities:

• Integration & Development:
• Build and maintain integrations between ITSM platforms (e.g., ServiceNow, JIRA) and enterprise systems.
• Develop APIs, scripts, and connectors for seamless data exchange and workflow automation.
• AI Enablement:
• Implement agentic AI use cases for ITSM processes such as automated ticket routing, predictive analytics, and conversational interfaces.
• Collaborate on AI-driven automation strategies to enhance service delivery.
• Solution Implementation:
• Translate functional requirements into technical solutions and deliver high-quality implementations.
• Configure and customize ITSM tools to meet business needs.
• Collaboration:
• Partner with Business Analysts to validate technical feasibility and ensure alignment with requirements.
• Provide technical expertise during workshops and solution design sessions.
• Documentation & Compliance:
• Maintain detailed documentation for integrations, workflows, and AI implementations.
• Ensure adherence to security, compliance, and governance standards.

Required Skills & Qualifications:

• Strong experience with ServiceNow, JIRA, and ITSM platforms.
• Proficiency in API development, scripting (JavaScript, Python), and data interfacing.
• 2+ years of experience with AI/ML concepts and practical application in ITSM workflows.
• Understanding of ITIL and ITSM best practices.
• Ability to work independently and in cross-functional teams.

Preferred Qualifications

• Experience with agentic AI frameworks or conversational AI platforms.
• Knowledge of cloud environments (Azure, AWS) and integration patterns.
• Exposure to DevOps practices and CI/CD pipelines. As a Senior AI & ITSM Solutions Engineer, you will be responsible for designing, developing, and integrating advanced IT Service Management (ITSM) solutions with AI-driven capabilities. You will work across multiple platforms to enable automation, data interfacing, and innovative AI use cases. Collaborating closely with the ITSM Strategy & Automation Director, the ITSM Business Analyst, and other stakeholders, you will deliver scalable, intelligent service management solutions.

Key Responsibilities:

• Integration & Development:
• Build and maintain integrations between ITSM platforms (e.g., ServiceNow, JIRA) and enterprise systems.
• Develop APIs, scripts, and connectors for seamless data exchange and workflow automation.
• AI Enablement:
• Implement agentic AI use cases for ITSM processes such as automated ticket routing, predictive analytics, and conversational interfaces.
• Collaborate on AI-driven automation strategies to enhance service delivery.
• Solution Implementation:
• Translate functional requirements into technical solutions and deliver high-quality implementations.
• Configure and customize ITSM tools to meet business needs.
• Collaboration:
• Partner with Business Analysts to validate technical feasibility and ensure alignment with requirements.
• Provide technical expertise during workshops and solution design sessions.
• Documentation & Compliance:
• Maintain detailed documentation for integrations, workflows, and AI implementations.
• Ensure adherence to security, compliance, and governance standards.

Required Skills & Qualifications:

• Strong experience with ServiceNow, JIRA, and ITSM platforms.
• Proficiency in API development, scripting (JavaScript, Python), and data interfacing.
• 2+ years of experience with AI/ML concepts and practical application in ITSM workflows.
• Understanding of ITIL and ITSM best practices.
• Ability to work independently and in cross-functional teams.

Preferred Qualifications

• Experience with agentic AI frameworks or conversational AI platforms.
• Knowledge of cloud environments (Azure, AWS) and integration patterns.
• Exposure to DevOps practices and CI/CD pipelines.