Senior IT Process Analyst ITSM AI Specialist

ABOUT US 

Ensono is a hybrid IT services provider that sees a world in transformation. We understand the world of business has become more complex, layered, and interdependent because we're enabling the IT infrastructure for that transformation. Our clients are some of the most innovative and forward-thinking companies in the world and we help keep their businesses thriving. With nearly 50 years of experience, we optimize and modernize IT infrastructure by amplifying the power of mainframes and mid-range servers with the agility of cloud. Check us out at www.ensono.com.

Job Summary

The Senior IT Process Analyst is responsible for designing, implementing, and operationalizing advanced AI-driven solutions to improve IT Service Management (ITSM) processes and tool efficiency. This role serves as a technical AI authority and evangelist, applying Machine Learning, Natural Language Processing (NLP), Generative AI, and predictive analytics to enhance decision-making, automation, and operational outcomes within ITSM practices.

The position focuses on translating complex operational data into explainable, scalable, and production-ready AI solutions, integrating these capabilities into enterprise ITSM tools through API-based architectures. The role supports continual process improvement by embedding AI insights into daily ITSM operations, governance forums, and performance management practices.

Duties and Responsibilities

• Design and implement AI and ML solutions to optimize ITSM processes and operational decision-making.
• Apply machine learning techniques (classification, clustering, anomaly detection) to ITSM data.
• Develop NLP models for analysis and automation of ticket, change, and knowledge data.
• Integrate Generative AI / LLM capabilities for summarization, recommendations, and content generation.
• Perform feature engineering and data preprocessing on noisy and incomplete ITSM datasets.
• Build predictive models for risk assessment, failure prediction, and trend analysis.
• Implement rules-based and AI hybrid decision models with confidence scoring.
• Monitor, evaluate, and continuously improve AI model performance in production.
• Integrate AI solutions into ITSM platforms using API-based architecture.
• Apply Explainable AI techniques to support transparency and operational trust.
• Act as an AI subject matter expert, supporting adoption, documentation, and knowledge transfer.

Qualifications & Skills

Required

• Bachelor's Degree with 6–10 years of experience in AI, Machine Learning, Data Science, or related technical fields.
• Hands‑on expertise in Machine Learning, Natural Language Processing, and Generative AI / Large Language Models.
• Strong experience in feature engineering, predictive modeling, and data quality management.
• Proficiency in Python and SQL for analytics, model development, and ITSM data analysis.
• Experience with JSON, YAML, and JavaScript / TypeScript for API integration and service orchestration.
• Proven ability to integrate AI solutions into enterprise platforms using RESTful, API‑based architectures.
• Experience in AI model evaluation, monitoring, and continuous improvement.
• Knowledge of Explainable AI (XAI) for transparent operational decision support.

Preferred

• Experience with ServiceNow or ITSM platforms.
• Familiarity with MLOps and AI governance.
• Knowledge of ITIL-based ITSM processes.

Ensono is an equal opportunity employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.