Job Title: AI Operations Engineer ITSM & Agentic Automation
Role Overview:
Responsible for transforming traditional IT Service Management (ITSM) into an autonomous, AI-driven model. This role leverages Generative AI (GenAI), RPA, and specialized AI agents to automate incident resolution, improve service desk productivity, and enhance CMDB accuracy.
Key Responsibilities:
- Implement and optimize AI-driven ITSM tools (e.g., ServiceNow Now Assist, Aisera).
- Develop agentic workflows that autonomously triage, classify, and resolve routine incidents (password resets, access requests).
- Integrate RPA with GenAI to automate end-to-end IT workflows.
- Utilize Agentic AI for proactive monitoring, identifying, and addressing issues before they affect end-users.
- Maintain a healthy CMDB, utilizing GenAI to discover and map infrastructure changes.
Required Skills:
- 3+ years experience with ITSM platforms (ServiceNow preferred).
- Experience with GenAI tools (LLMs) and RPA frameworks (UiPath, Blue Prism).
- Understanding of Agentic AI principles: Perceive, Reason, Act, and Learn.
Key Requirements Across All Roles:
- Tools: ServiceNow (ITSM, ITOM, SPM, IRM, TPRM), Now Assist/GenAI, UiPath.
- Core Concepts: Agentic AI, Generative AI (LLMs), Robotic Process Automation (RPA), AIOps, Configuration Management Database (CMDB).
- Focus: Autonomous operations, improved productivity, reduced MTTR (Mean Time to Resolution), and risk mitigation.
