Job Summary
We are looking for a highly skilled AI Developer with strong expertise in Microsoft Azure, Generative AI, and automation engineering to build intelligent automation solutions within an enterprise ITSM environment.
The ideal candidate will design and develop AI-powered workflows that integrate with Halo Service Desk to automate ticket analysis, generate technical runbooks, recommend remediation steps, and streamline support operations using Azure-native services and modern AI/LLM technologies.
Responsibilities
This role requires hands-on experience in Azure cloud services, Python development, APIs, automation workflows, RAG architectures, and ITSM Responsibilities & Generative AI Development :
- Design and develop AI-powered solutions for ticket analysis and automated runbook generation.
- Build NLP/LLM-based workflows to classify incidents, summarize issues, identify root causes, and suggest remediation actions.
- Implement RAG (Retrieval-Augmented Generation) solutions using historical tickets, KB articles, SOPs, and operational documents.
- Fine-tune prompts, AI workflows, and retrieval pipelines for improved accuracy and consistency.
- Develop AI copilots/chat assistants for service desk and infrastructure Automation Engineering :
Build Automation Solutions Using Azure-native Services Such As
- Azure Functions
- Logic Apps
- Azure Automation
- Azure App Services
- Azure Kubernetes Service (AKS)
- Azure API Management
- Event Grid / Service Bus
- Develop event-driven workflows triggered by ticket creation, escalation, or updates.
- Create automated runbooks for incident resolution, user provisioning, monitoring, patching, and operational tasks.
Halo Service Desk/ITSM Integration
- Integrate Halo Service Desk APIs with Azure services and AI workflows.
- Automate ticket enrichment, triage, assignment, routing, and closure workflows.
- Extract and process ticket metadata, comments, attachments, and resolution notes.
- Sync generated runbooks and knowledge articles back into ITSM Engineering & Knowledge Management :
- Build data pipelines for ticket history ingestion and operational documentation processing.
- Maintain vector databases and semantic search indexes for AI retrieval systems.
- Improve AI-generated outputs using feedback loops and resolved ticket outcomes.
- Ensure documentation and workflows are version-controlled and & Governance :
- Implement secure authentication using Azure AD / Entra ID, Managed Identity, Key Vault, and RBAC.
- Apply monitoring, logging, and observability using Azure Monitor and Application Insights.
- Ensure compliance with security, governance, and data protection & Delivery :
- Work closely with Service Desk, Infrastructure, DevOps, Security, and Business teams.
- Convert operational pain points into scalable automation opportunities.
- Participate in Agile ceremonies including sprint planning, demos, and retrospectives.
- Prepare technical documentation, architecture diagrams, and support handover Skills & Qualifications :
- Bachelors degree in Computer Science, Engineering, IT, or a related field.
- 4+ years of software development experience.
- 4+ years of hands-on experience with Microsoft Azure programming skills in :
- Python
- C# /.NET
- JavaScript / TypeScript
- PowerShell
- Experience with REST APIs, JSON, OAuth, webhooks, and system integrations.
- Experience building automation workflows and API-driven understanding of ITSM processes :
- Incident Management
- Change Management
- Problem Management
- Request Management
- Experience with Git, CI/CD pipelines, and DevOps Skills :
Experience With
- Azure OpenAI Service
- OpenAI APIs
- LangChain
- Semantic Kernel
- AutoGen
- RAG with :
- Azure AI Search
- Cosmos DB
- SQL Database
- Vector integrating with :
- Halo Service Desk
- ServiceNow
- Jira Service Management
- Freshservice
- Zendesk
- Knowledge of infrastructure automation tools:
- Terraform
- Bicep
- ARM Templates
- Familiarity with monitoring and IT operations tools.
Nice To Have
- Azure AI Engineer Certification
- Experience in enterprise automation or IT operations environments
- Exposure to LLMOps / MLOps concepts
- Experience with Docker / Kubernetes
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