What You'll Do
We are seeking an experienced Senior Automation Engineer with strong expertise in AI-driven solutions and ITSM tools. This role will be responsible for designing, implementing, and optimizing automation frameworks that enhance IT service delivery, streamline workflows, and leverage AI capabilities to improve efficiency and customer experience for a Global IT Helpdesk.
Responsibilities
Automation Strategy & Leadership
Define and drive the automation roadmap for ITSM tool.
Lead initiatives to integrate AI-powered solutions into service workflows.
Collaborate with ITSM stakeholders to identify automation opportunities.
AI & ITSM Tool Integration
Implement AI-driven features such as intelligent ticket routing, predictive analytics, and conversational support.
Configure and customize ITSM automation rules, workflows, and service catalogues.
Develop and maintain AI models that enhance incident management processes.
Process Optimization
Analyse service desk operations to identify inefficiencies and propose automation solutions.




Ensure compliance with ITIL best practices while introducing AI-driven enhancements.
Monitor and measure automation performance, providing insights for continuous improvement.
Manage and provide support on complex technical issues raised with the helpdesk
Collaboration & Stakeholder Management
Partner with IT, DevOps, and business teams to align automation initiatives with organizational goals.
Provide training and guidance to service desk teams on AI-enabled tools and automation practices.
Act as a subject matter expert for AI capabilities in ITSM platforms.
What You Will Need to be Successful:
Proven experience as an Automation Lead or similar role in IT Service Management.
Strong expertise in ITSM tool configuration, workflows, and automation rules.
Hands-on experience with AI/ML technologies (e.g., NLP, predictive analytics, chatbots).
Knowledge of ITIL processes and ITSM best practices.
Experience in supporting client OS
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📌 Senior AI Automation Engineer (India)
🏢 First Advantage Global operating Centre
📍 India