Automation Engineer (Tier 0 Self-Service and RPA)

New

JobgetherIT automation

Based in United StatesFull-TimeSenior

Salary79,390 - 122,870 USD per year

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Job Details

Experience: At least 10 years of software development or automation engineering experience, including 4 or more years automating IT service management or IT operations processes.
Required Skills: PythonJavascriptRESTful APIsServiceNow

Have a Bachelor’s degree with at least 10 years of related experience, a Master’s degree with 8 years, or an additional 4 years of relevant experience in lieu of a degree.
Hold a current DoD 8570/8140 IAT Level II baseline certification, such as CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security.
Have at least 10 years of software development or automation engineering experience, including 4 or more years automating IT service management or IT operations processes.
Have hands-on experience developing with ServiceNow or an equivalent enterprise ITSM platform; ServiceNow experience should include Flow Designer, IntegrationHub, business rules, client scripts, scripted REST APIs, and Virtual Agent.
Have strong programming and scripting skills in JavaScript, PowerShell, and Python.
Have experience integrating systems through REST and SOAP APIs.
Have experience applying AI/ML, natural language processing, or predictive analytics to IT operations or customer-support use cases.
Have experience with Agile delivery frameworks, sprint demonstrations, stakeholder acceptance, and secure software development practices.
Be able to document and present technical solutions and exercise independent judgment with limited day-to-day supervision.
Be able to sit and stand for extended periods and move between office areas or buildings when required.

Design, develop, test, and deliver intelligent automation within ITSM platforms for ticket intake, categorization, routing, fulfillment, notifications, and ticket closure.
Develop and maintain AI-enabled Tier 0 self-service, including virtual-agent conversations, Active Directory password-reset and account-unlock orchestration, and automated status checks.
Analyze and tune self-service capabilities to increase ticket deflection and improve customer experience.
Develop predictive analytics and AI/ML models from service data to identify trends and generate recommendations.
Automate technician and administrator activities using PowerShell, Python, Power Automate, REST APIs, and approved RPA technologies.
Integrate ITSM capabilities with endpoint management, identity, collaboration, monitoring, and other enterprise systems.
Participate in Agile delivery, including backlog refinement, estimation, development, testing, demonstrations, and stakeholder acceptance.
Apply secure coding practices, NIST SSDF principles, and federal security requirements; deliver compliant code and configuration packages.
Document automation architectures, data flows, security considerations, rollback procedures, and technical requirements, and support risk management framework evidence.
Measure and report automation performance, identify new automation opportunities, and mentor developers and administrators.

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