AI Agent and Automation Specialist
D
DecisionPointIT service automation
Source API remote eligibility restrictions: United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 10 years of experience designing or supporting AI/ML, automation, or software development solutions.
- Required Skills
- RESTful APIsScriptingServiceNow
Requirements
- Hold a bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
- Have a minimum of 10 years of experience designing or supporting AI/ML, automation, or software development solutions.
- Have experience building or training AI virtual assistants, chatbots, or intelligent workflow tools.
- Have experience with automation platforms, scripting, and workflow tools.
- Have experience integrating APIs, data sources, and enterprise applications.
- Have experience supporting ITSM or Service Desk operations.
- Understand AI/ML fundamentals, model training, and conversational agent design.
- Have knowledge of API development, scripting languages, and integration patterns.
- Be familiar with knowledge management systems, ITSM workflows, and service automation practices.
- Hold an active Top Secret clearance supported by a Tier 5 background investigation.
Responsibilities
- Design, develop, and train AI-powered virtual agents and digital assistants for end-user self-service.
- Create AI- and rules-based automated ticket routing, prioritization, and triage logic.
- Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.
- Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume.
- Build Service Desk automations for auto-categorization, log enrichment, suggested resolutions, and workflow triggers.
- Maintain AI models and monitor performance, accuracy, error rates, and training data quality.
- Analyze ticket trends, usage analytics, and automation effectiveness to support continuous improvement.
- Develop scripts, connectors, and integrations with APIs, IT tools, and cloud services.
- Document automation architectures, training processes, and operational workflows.
- Collaborate with cybersecurity, engineering, and knowledge management teams to align automations with enterprise controls and documentation.
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