Automation & AI Engineer

Arctiq•Philadelphia, PA

2d•Remote

About The Position

We are seeking an experienced Automation & AI Engineer to drive the next phase of our IT Service Management (ITSM) transformation. This role will design, develop, and implement intelligent automation solutions across IT operations, service management, observability, asset management, and employee support functions. The ideal candidate combines software engineering, workflow automation, AI, and ITSM expertise to eliminate manual processes, improve service delivery, enhance employee experiences, and enable data-driven operations. This individual will partner closely with Infrastructure, Security, Service Desk, Enterprise Applications, and Business Operations teams to identify opportunities and deliver measurable business outcomes through automation and AI. This role will play a key part in our transition to a modern ITSM platform, implementation of AI-powered service operations, and development of self-healing, self-service, and predictive operational capabilities.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
5+ years of experience in automation engineering, software development, DevOps, IT Operations, or ITSM engineering.
3+ years of experience with ServiceNow, Microsoft Power Platform, or similar workflow automation platforms.
Strong experience with REST APIs, JSON, Webhooks, PowerShell, Python, and JavaScript.
Experience integrating enterprise systems and SaaS platforms.
Knowledge of ITIL practices and ITSM processes, including Incident, Problem, Change, Request Fulfillment, Knowledge, and Asset Management.

Nice To Haves

Relevant certifications (e.g., ServiceNow CSA/CAD/CIS, Microsoft Power Platform, Azure AI Engineer) preferred.
Experience with AI-driven service platforms, copilot studios, observability tooling, identity platforms, and CMDB/ITAM preferred.
Experience with enterprise AI implementation and governance preferred.

Responsibilities

Automation Strategy: Partner with IT leadership to define and execute the IT service management automation roadmap. Identify high-volume, repetitive, and manual processes suitable for automation. Develop automation business cases including effort reduction, cost savings, risk reduction, and service improvements. Maintain a prioritized automation backlog aligned with business objectives.
AI & Intelligent Operations: Design and implement AI-driven solutions leveraging leading AI platforms and copilot technologies, and emerging tools. Build AI-assisted workflows for incident triage, knowledge retrieval, ticket summarization, root cause analysis, change risk assessment, self-service support, and virtual agents/chatbots. Develop responsible AI practices ensuring accuracy, privacy, governance, and compliance.
ITSM & Workflow Automation: Design and implement workflows within the organization's ITSM platform, including flow design, integration hubs, service catalog, virtual agent, and performance analytics tooling. Create automated approval flows, ticket routing, service fulfillment, onboarding/offboarding workflows, and operational runbooks. Support migration and modernization initiatives from legacy ITSM platforms.
Integration Engineering: Develop integrations across ITSM, productivity, cloud, observability, identity, security, endpoint management, and business application platforms. Build and maintain REST APIs, webhooks, middleware, and event-driven integrations. Automate data synchronization across ITSM, CMDB, observability, identity, and asset management platforms.
AIOps & Observability Enablement: Support implementation of AI-powered operational workflows. Integrate monitoring, alerting, and event management platforms into ITSM processes. Develop automated incident creation, enrichment, routing, escalation, and remediation workflows. Enable predictive operations and self-healing capabilities.
Self-Service & Employee Experience: Design digital employee experiences that reduce Service Desk demand. Develop intelligent knowledge management and guided support experiences. Build automated request fulfillment workflows. Improve service catalog usability and adoption.
Reporting & Continuous Improvement: Develop KPI dashboards and automation effectiveness metrics, measuring time savings, ticket reduction, MTTR improvements, SLA compliance, and employee experience improvements. Drive continual improvement using data and operational analytics.
Governance, Risk & Compliance: Ensure solutions meet organizational security standards, audit requirements, and governance expectations. Maintain documentation, designs, testing procedures, and operational runbooks. Participate in audit, compliance, and operational review activities.