Agentic AI Engineer (ITSM & Enterprise Automation)

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

• Serve as a technical expert for automation platforms, ITSM tooling, and escalation

• 3+ years of experience as AI engineer or AI Ops Engineer.

• Strong understanding of IT service management processes (Incident, Request, Change, SLAs)

• Hands‑on working knowledge of an agentic AI studio, including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration

• Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC), IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools

• Excellent analytical skills and experience of JavaScript and automation scripting to streamline operations (Python or PowerShell is a plus)

• Strong understanding of REST/SOAP APIs, JSON, authentication, and error integration (retries, timeouts,…