Remote AI-Driven ITSM Automation Engineer

Arctiq: Intelligent Architecture; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Arctiq is seeking an experienced Automation & AI Engineer to lead ITSM transformation across automation, AI, observability, and employee support. You will design, develop, and implement intelligent automation solutions, partnering with Infrastructure, Security, and Service Desk teams to deliver measurable business outcomes.

The role combines software engineering, workflow automation, and AI to enable self-healing, self-service capabilities and data-driven operations in a modern ITSM platform.

Qualifications

• 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.

Responsibilities

• Define and execute the IT service management automation roadmap.
• Identify high-volume, repetitive 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 AI platforms and copilot technologies.
• 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

Automation engineering

DevOps

ServiceNow

Power Platform

REST APIs

JavaScript

Python

PowerShell

ITIL

Education

Bachelor's degree in CS/IS/Engineering

Job description

Arctiq is seeking an experienced Automation & AI Engineer to lead ITSM transformation across automation, AI, observability, and employee support. You will design, develop, and implement intelligent automation solutions, partnering with Infrastructure, Security, and Service Desk teams to deliver measurable business outcomes.

The role combines software engineering, workflow automation, and AI to enable self-healing, self-service capabilities and data-driven operations in a modern ITSM platform.