Remote Automation & AI Engineer for ITSM Ops

Arctiq; United States; Remote; USD 165,000 - 248,000; Full time

Job summary

Arctiq is seeking an Automation & AI Engineer to advance its ITSM transformation. You will design, develop, and implement intelligent automation across IT operations, service management, observability, asset management, and employee support functions.

Ideal candidates blend software engineering, workflow automation, AI, and ITSM expertise to reduce manual work, improve service delivery, and enable data-driven operations.

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 (Incident, Problem, Change, Request Fulfillment, Knowledge, Asset).
• 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.

Responsibilities

• Define and execute the IT service management automation roadmap.
• Identify high-volume, repetitive processes suitable for automation.
• Develop automation business cases (effort reduction, cost savings, risk reduction).
• Maintain a prioritized automation backlog aligned with business objectives.
• Design and implement AI-driven solutions leveraging leading 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 ITSM workflows, including flow design, integration hubs, service catalog, virtual agent, and analytics tooling.
• Create automated approval flows, ticket routing, service fulfillment, onboarding/offboarding workflows, and runbooks.
• Support migration/modernization from legacy ITSM platforms.
• Develop integrations across ITSM, productivity, cloud, observability, identity, security, endpoint management, and business apps.
• Build and maintain REST APIs, webhooks, middleware, and event-driven integrations.
• Automate data synchronization across ITSM, CMDB, observability, identity, and asset management.

Skills

Automation engineering

Software development

DevOps

IT Operations

ITSM engineering

REST APIs

JSON

Webhooks

PowerShell

Python

JavaScript

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or related field

Tools

ServiceNow

Power Platform

APIs & Integrations

Job description

Arctiq is seeking an Automation & AI Engineer to advance its ITSM transformation. You will design, develop, and implement intelligent automation across IT operations, service management, observability, asset management, and employee support functions.

Ideal candidates blend software engineering, workflow automation, AI, and ITSM expertise to reduce manual work, improve service delivery, and enable data-driven operations.