About The Role

Agentic AI Engineer (ITSM & Enterprise Automation)

Minimum Qualifications

Looking to build and operate next generation AI driven IT operations in a modern enterprise environment? Join us as AI Ops / IT Automation Engineer and help transform IT service delivery through agentic AI, workflow orchestration, and intelligent automation. Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.

We are modernizing IT operations to deliver reliable, scalable, and employeecentric IT service experience. This role will help design, build, and run agentic AI workflows that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security.

This pivotal role requires expert understanding and hands-on knowledge of AI assisted ITSM automation, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Nexthink, Okta, endpoint management, and ITSM tooling), with working experience across an agentic AI ITSM studio (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration).

Responsibilities

Serve as an AI Ops / IT Automation Engineer responsible for AI driven IT operations and automation
Experience with Prompt Engineering, including designing, testing, and optimizing prompts for AI agents and workflow execution.
Hands-on experience with Conversational AI, chatbot orchestration, and AI-driven employee self-service solutions.
Experience building Knowledge Ingestion Pipelines for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents.
Experience integrating Microsoft 365 services using Microsoft Graph API.
Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations.
Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns.
Experience troubleshooting API integrations, authentication failures, and automation workflow issues.
Lead technical investigation and architecture for agentic AI use cases that improve efficiencies and end user experience
Build, configure, and maintain AI Agents for IT incidents, service requests, and employee self-service
Design, build, and operate Agentic Workflows including branching logic, retries/timeouts, approvals, and humanintheloop handoffs
Develop and manage Agentic Apps and execution flows for repeatable ITSM and infrastructure automations
Configure and operationalize AI Functions (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns
Implement and maintain integrations using MCP, APIs, webhooks, and eventdriven Triggers to connect ITSM, identity, endpoint, and collaboration systems
Build and curate Knowledge sources used by agents; ensure freshness, relevance, and governance of content
Monitor and improve operational performance using dashboards, agent interaction traces, workflow execution logs, and run analytics
Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction
Partner with information security teams to ensure leastprivilege access, secret management (API keys), auditability, and compliance for AIinitiated actions
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