Automation & AI Engineer

Company Overview:

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.

This is a contract-to-hire opportunity with one of Arctiqs clients. Its a remote position working EST hours.

Position Overview:

We are seeking an experienced Automation & AI Engineer to drive the next phase of our IT Service Management (ITSM) transformation. This role will design develop and implement intelligent automation solutions across IT operations service management observability asset management and employee support functions. The ideal candidate combines software engineering workflow automation AI and ITSM expertise to eliminate manual processes improve service delivery enhance employee experiences and enable data-driven operations. This individual will partner closely with Infrastructure Security Service Desk Enterprise Applications and Business Operations teams to identify opportunities and deliver measurable business outcomes through automation and AI. This role will play a key part in our transition to a modern ITSM platform implementation of AI-powered service operations and development of self-healing self-service and predictive operational capabilities.

Responsibilities:

• Automation Strategy
  • 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.
• AI & Intelligent Operations
  • 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.
• ITSM & Workflow Automation
  • Design and implement workflows within the organizations 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.
• Integration Engineering
  • 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.
• AIOps & Observability Enablement
  • 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.
• Self-Service & Employee Experience
  • 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.
• Reporting & Continuous Improvement
  • 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.
• Governance Risk & Compliance
  • 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.

Qualifications:

• Bachelors 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.

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.

Required Experience:

Senior IC