Job Purpose and Impact

The Digital Automation & AI Engineer is responsible for designing, implementing, and continuously improving AI-powered support solutions that enhance employee experience while reducing dependency on traditional Service Desk interactions.

This role will serve as the technical owner for the Service Desk chatbot ecosystem, Service Now integrations, automation workflows, and intelligent ticket routing capabilities. The individual will work closely with Service Desk operations, platform teams, and external partners to deliver innovative solutions that increase self-service adoption, automate repetitive support activities, and accelerate issue resolution.

The successful candidate combines strong technical expertise with a passion for user experience, AI-driven support, automation, and continuous improvement.

Key Accountabilities

AI & Chatbot Engineering

Design, develop, and maintain AI-powered chatbot solutions supporting Service Desk and employee self-service experiences. Configure and enhance conversational workflows, intents, knowledge retrieval, and resolution journeys. Integrate AI solutions with Service Now, Microsoft technologies, Teams, Azure services to run & deploy, and other enterprise improve chatbot accuracy, response quality, containment rates, and user satisfaction.

Service Now Automation & Integration

Design and implement Service Now automations that reduce manual effort and improve resolution speed. Develop integrations between Service Now, chatbot platforms, Nexthink, Microsoft services, and enterprise intelligent ticket routing, automated ticket creation, and self-healing capabilities using Service Now OOB Rest APIs. Work with platform teams to ensure scalable and secure solutions




Digital Experience & Contact Reduction

Analyze Service Desk contact drivers and identify opportunities for automation and self-service. Develop automated remediation use cases that eliminate the need for Service Desk intervention. Drive initiatives supporting the organization's Zero Service Desk adoption, automation effectiveness, and experience outcomes.

Technical Ownership & Continuous Improvement

Act as the technical subject matter expert for chatbot and automation solutions. Identify emerging AI technologies and recommend creative use cases. Support testing, deployment, validation, and operational readiness activities. Create technical documentation and knowledge assets for support and maintenance.

Qualifications

Required Qualifications5+ years of experience in IT automation, platform engineering, Service Now, or related technical roles. Hands-on experience with AI-powered chatbot platforms and conversational AI technologies. Experience designing integrations using APIs and automation frameworks. Experience with Service Now Platform, workflows, integrations, and platform capabilities. Strong understanding of IT Service Management (ITSM) processes. Experience using scripting languages such as Java Script, Python, or Power Shell. Strong analytical and problem-solving skills.

Preferred Qualifications

Service Now CIS, CAD, CSA, or equivalent with GenAI technologies, LLMs, Azure OpenAI, Microsoft Copilot, or similar with Nexthink, Digital Employee Experience (DEX), or endpoint automation of AI orchestration, prompt engineering, retrieval-augmented generation (RAG), and knowledge management concepts. Experience implementing self-healing or autonomous support solutions.

📌 Senior Platform Engineer-Digital Automation & AI. (India)
🏢 Cargill
📍 India