AI Systems Engineer

Sonar•Austin, TX

2d•Onsite

About The Position

The Business Technology team at Sonar is seeking an AI Systems Engineer to join their ranks. This role is crucial for enhancing the company's internal technology ecosystem by integrating AI-augmented systems. The engineer will be responsible for designing, building, and operationalizing AI agents and connectors, automating workflows, and integrating enterprise tools, with a particular focus on Jira Service Management and the Atlassian suite. The position requires a blend of expertise in AI-native operations, enterprise platform engineering, and IT service management to ensure scalability, resilience, and performance across Sonar's internal technology landscape. The goal is to enable all internal teams to work more efficiently and provide leadership with real-time visibility and governance.

Requirements

Hands-on experience with AI-native platforms and building on them – Claude/Anthropic, MCP, agent frameworks (Rovo or equivalent), connectors, and prompt-based workflows.
5+ years hands-on administration of Jira Service Management (JSM), Jira Software, and Confluence Cloud in enterprise, multi-team environments.
Deep knowledge of JSM request types, workflows, SLAs, queues, automations, and service catalog design.
Proven experience building workflow automations using Atlassian Automation and/or third-party tools.
Comfortable with REST APIs, webhooks, and JSON for system integrations.
Experience configuring and maintaining a CMDB or IT asset management system (JSM Assets, ServiceNow CMDB, or equivalent).
Strong understanding of ITSM processes and ITIL v3/v4 frameworks – including incident, change, problem, and request management.
Understanding of IT General Controls (ITGC), access governance, and audit-readiness requirements.
Exceptional analytical, strategic thinking, and problem-solving abilities.
Highly autonomous and pragmatic.
Strong decision-making skills, with the ability to prioritize across competing demands and manage multiple concurrent initiatives.
Self-confident enough to challenge the status quo.
Excellent communication skills for both technical and non-technical audiences. Fluent in English, written and verbal.
Collaborative by nature.
Leadership mindset: you take ownership of initiatives end-to-end and drive them to completion with accountability and autonomy.
Values "done" over "perfect".

Nice To Haves

Scripting experience (Python, Groovy, JavaScript) is a strong plus.
Experience with adjacent enterprise systems – identity providers (Okta, JumpCloud), collaboration tools (Slack, Zoom), or business systems (NetSuite, BambooHR, Salesforce) – is a strong differentiator.
Experience supporting external audit engagements is a plus.
Atlassian Certifications (ACP-620 (Jira Service Management), ACP-120 (Jira Administrator), or ACP-420 (Confluence Administrator)) are highly valued.

Responsibilities

Own and evolve a multi-platform internal technology ecosystem for a fast-growing, multi-site, multinational organization.
Design, build, and operationalize AI-native capabilities, including Claude MCP integrations, custom Claude skills, Rovo agents, and Enterprise Apps connectors.
Administer, configure, and continuously evolve Jira Service Management (JSM), treating it as a product with a focus on service catalog design, SLA management, queue configuration, request type rationalization, and automated routing.
Manage the full Atlassian Cloud ecosystem (Jira Software, Confluence, JSM, Guard, Loom, Trello, Bitbucket), focusing on governance, user access management, project templates, and platform health monitoring.
Design and implement sophisticated workflow automations using Atlassian Automation, REST APIs, and third-party middleware to eliminate manual processes.
Build and maintain integrations between Atlassian and adjacent enterprise systems (Slack, HR platforms, identity providers, monitoring tools) using webhooks, APIs, and marketplace apps.
Own JSM Assets configuration, data integrity, and lifecycle management for IT hardware, software licenses, and configuration items (CIs).
Define and enforce ITIL-aligned processes including incident management, change management, problem management, and access management.
Ensure platform configurations adhere to SonarSource's data protection, access control, and audit requirements, and support external audit engagements.
Partner with all internal teams to identify automation opportunities, gather requirements, and deliver continuous improvements.
Proactively identify opportunities to modernize internal processes, adopt new platform capabilities, and drive the platform roadmap forward.