AI Agent and Automation Specialist

DecisionPoint | Cortek•,

15h•Remote

About The Position

DecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows. This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support. This position is fully remote.

Requirements

Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
Minimum 5 years of experience designing or supporting AI/ML, automation, or software development solutions.
Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools.
Experience with automation platforms, scripting, and workflow tools.
Experience integrating APIs, data sources, and enterprise applications.
Experience supporting ITSM or Service Desk operations.
Strong understanding of AI/ML fundamentals, model training, and conversational agent design.
Experience with automation tools such as Power Automate, ServiceNow automation, UiPath, or similar.
Knowledge of API development, scripting languages, and integration patterns.
Familiarity with knowledge management systems, ITSM workflows, and service automation practices.
Strong problem solving and analytical abilities for building effective automation logic.
Ability to translate Service Desk needs into AI/automation requirements.
Excellent communication skills for working with Service Desk, engineering, and cybersecurity teams.
Strong documentation and process-mapping abilities.
Ability to manage multiple automation initiatives in a dynamic environment.

Nice To Haves

Experience with LLM tuning, vector databases, or retrieval augmented generation (RAG).
Experience supporting federal or DoD programs.
Experience with cloud-native AI or automation services (AWS, Azure, GCP).
CompTIA Security+
AI, ML, or automation-related certifications
ITIL v4 Foundation

Responsibilities

Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities.
Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms.
Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.
Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume.
Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers.
Maintain and update AI models based on new data, changing system behavior, and user interaction patterns.
Monitor model performance, accuracy metrics, error rates, and training data quality.
Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation.
Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness.
Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services.
Document automation architectures, training processes, and operational workflows.