Remote AI-Driven ITSM Automation Engineer

Empower AI; United States; Remote; USD 79,000 - 123,000; Full time

Job summary

Empower AI is seeking an Automation Engineer (Tier 0 Self-Service and RPA) to design and deliver the intelligent automation transforming a high-volume DoW IT customer support program. The role develops across ServiceNow, AI/ML, and scripting, delivering secure, tested automation that improves deflection and First Contact Resolution.

Remote role with up to 10% travel. Requirements include a Bachelor's degree and 10+ years in software development or automation; US citizenship; active Secret

Qualifications

• Bachelor's degree and at least 10 years of related experience.
• U.S. citizenship and ability to obtain Top Secret eligibility if required.
• Active Security clearance (Secret) and DoD 8570/8140 IAT Level II baseline.
• At least 10 years in software development or automation engineering; 4 years in ITSM/IT ops.
• Hands-on ServiceNow development and scripting in JavaScript, PowerShell, Python.
• Experience with AI/ML, Agile delivery, and secure coding practices.

Responsibilities

• Design, develop and deliver intelligent automation on ITSM platforms to automate ticket processes.
• Build AI-enabled Tier 0 self-service capabilities and integrate with AD, APIs, and monitoring systems.
• Create predictive analytics and ML models to forecast incident trends and SLA risk.
• Automate repetitive tasks using PowerShell, Python, Power Automate and REST APIs.
• Follow Government-approved Agile practices with stakeholder acceptance and RMF alignment.
• Measure impact on deflection, FCR, cycle time and customer effort; report via dashboards.

Skills

US Citizenship

Active Secret Clearance

Independent problem solving

Agile delivery

Scripting / programming

AI / ML experience

Education

Bachelor's degree + 10 years experience

Tools

ServiceNow

PowerShell

Python

Power Automate

REST / SOAP APIs

RPA tools

Active Directory orchestration

Job description

Empower AI is seeking an Automation Engineer (Tier 0 Self-Service and RPA) to design and deliver the intelligent automation transforming a high-volume DoW IT customer support program. The role develops across ServiceNow, AI/ML, and scripting, delivering secure, tested automation that improves deflection and First Contact Resolution.

Remote role with up to 10% travel. Requirements include a Bachelor's degree and 10+ years in software development or automation; US citizenship; active Secret