Senior AI & ITSM Solution Engineer

As a Senior AI & ITSM Solutions Engineer, you will be responsible for designing, developing, and integrating advanced IT Service Management (ITSM) solutions with AI-driven capabilities. You will work across multiple platforms to enable automation, data interfacing, and innovative AI use cases. Collaborating closely with the ITSM Strategy & Automation Director, the ITSM Business Analyst, and other stakeholders, you will 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:

- Strong experience with ServiceNow, JIRA, and ITSM platforms. - Proficiency in API development, scripting (JavaScript, Python), and data interfacing. - 2+ years of 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. As a Senior AI & ITSM Solutions Engineer, you will be responsible for designing, developing, and integrating advanced IT Service Management (ITSM) solutions with AI-driven capabilities. You will work across multiple platforms to enable automation, data interfacing, and innovative AI use cases. Collaborating closely with the ITSM Strategy & Automation Director, the ITSM Business Analyst, and other stakeholders, you will 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:

- Strong experience with ServiceNow, JIRA, and ITSM platforms. - Proficiency in API development, scripting (JavaScript, Python), and data interfacing. - 2+ years of 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.