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About the Role

Seeking an experienced Automation & AI Engineer to lead IT Service Management (ITSM) transformation by designing, developing, and implementing intelligent automation solutions. This role aims to eliminate manual processes, improve service delivery, and enhance employee experiences through software engineering, workflow automation, and AI.

Responsibilities

Partner with IT leadership to define and execute the IT service management automation roadmap.
Identify high-volume, repetitive, and manual processes suitable for automation.
Develop automation business cases including effort reduction, cost savings, risk reduction, and service improvements.
Maintain a prioritized automation backlog aligned with business objectives.
Design and implement AI-driven solutions leveraging leading AI platforms and copilot technologies, and emerging tools.
Build AI-assisted workflows for incident triage, knowledge retrieval, ticket summarization, root cause analysis, change risk assessment, self-service support, and virtual agents/chatbots.
Develop responsible AI practices ensuring accuracy, privacy, governance, and compliance.
Design and implement workflows within the organization's ITSM platform, including flow design, integration hubs, service catalog, virtual agent, and performance analytics tooling.
Create automated approval flows, ticket routing, service fulfillment, onboarding/offboarding workflows, and operational runbooks.
Support migration and modernization initiatives from legacy ITSM platforms.
Develop integrations across ITSM, productivity, cloud, observability, identity, security, endpoint management, and business application platforms.
Build and maintain REST APIs, webhooks, middleware, and event-driven integrations.
Automate data synchronization across ITSM, CMDB, observability, identity, and asset management platforms.
Support implementation of AI-powered operational workflows.
Integrate monitoring, alerting, and event management platforms into ITSM processes.
Develop automated incident creation, enrichment, routing, escalation, and remediation workflows.
Enable predictive operations and self-healing capabilities.
Design digital employee experiences that reduce Service Desk demand.
Develop intelligent knowledge management and guided support experiences.
Build automated request fulfillment workflows.
Improve service catalog usability and adoption.
Develop KPI dashboards and automation effectiveness metrics, measuring time savings, ticket reduction, MTTR improvements, SLA compliance, and employee experience improvements.
Drive continual improvement using data and operational analytics.
Ensure solutions meet organizational security standards, audit requirements, and governance expectations.
Maintain documentation, designs, testing procedures, and operational runbooks.
Participate in audit, compliance, and operational review activities.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
5+ years of experience in automation engineering, software development, DevOps, IT Operations, or ITSM engineering.
3+ years of experience with ServiceNow, Microsoft Power Platform, or similar workflow automation platforms.
Strong experience with REST APIs, JSON, Webhooks, PowerShell, Python, and JavaScript.
Experience integrating enterprise systems and SaaS platforms.
Knowledge of ITIL practices and ITSM processes, including Incident, Problem, Change, Request Fulfillment, Knowledge, and Asset Management.
Relevant certifications (e.g., ServiceNow CSA/CAD/CIS, Microsoft Power Platform, Azure AI Engineer) preferred.
Experience with AI-driven service platforms, copilot studios, observability tooling, identity platforms, and CMDB/ITAM preferred.
Experience with enterprise AI implementation and governance preferred.

Skills

Automation
AI
ITSM
Software Engineering
Workflow Automation
REST APIs
JSON
Webhooks
PowerShell
Python
JavaScript
ServiceNow
Microsoft Power Platform
ITIL
Incident Management
Problem Management
Change Management
Request Fulfillment
Knowledge Management
Asset Management
DevOps
Observability
Identity Platforms
CMDB
ITAM
Copilot Technologies

Location

Remote

Work Type

Contract-to-hire
Remote
EST hours

Experience Level

5+ years of experience in automation engineering, software development, DevOps, IT Operations, or ITSM engineering
3+ years of experience with ServiceNow, Microsoft Power Platform, or similar workflow automation platforms

Education Level

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field

About the Company

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management.
We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model.
Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve.
Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

Equal Opportunity

Arctiq is an equal opportunity employer.
If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.
We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
We thank you for your interest in joining the Arctiq team!
While we welcome all applicants, only those who are selected for an interview will be contacted.