Note: The job is a remote job and is open to candidates in USA. Arctiq is a technology services company delivering professional and managed services across infrastructure, networking, cybersecurity, data and AI, automation, and enterprise service management. The Automation & AI Engineer will design, develop, and implement intelligent automation and AI solutions to transform IT service management, improve service delivery, and enable predictive and self-healing operations. The role also involves building integrations, workflows, self-service capabilities, reporting, and governance practices across enterprise IT platforms.
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
Skills
- 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
Benefits
- Contract-to-hire opportunity
- Remote position working EST hours
Company Overview