Job Description
Position Overview
We are seeking a Senior AI & ITSM Solutions Engineer to design, develop, and integrate advanced IT Service Management (ITSM) solutions with AI-driven capabilities. This role is ideal for a versatile technical professional who can work across multiple platforms, enabling automation, data interfacing, and innovative AI use cases. You will collaborate closely with the ITSM Strategy & Automation Director and the ITSM Business Analyst and other stakeholders to 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 :6+Yrs
- Strong experience with ServiceNow, JIRA, and ITSM platforms.
- Proficiency in API development, scripting (JavaScript, Python), and data interfacing.
- 2+Yrs 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.
