Automation Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AUTOMATION ENGINEER (TIER 0 SELF-SERVICE AND RPA) based in United States.

• Design, develop, test, and deliver intelligent automation within ITSM platforms, including ticket intake, categorization, routing, fulfillment, notifications, and customer-confirmed ticket closure workflows.
• Develop and maintain AI-enabled Tier 0 self-service capabilities, including virtual-agent conversations, Active Directory orchestration for password resets and account unlocks, and automated status checks.
• Continuously analyze and tune self-service capabilities to increase ticket deflection and improve customer experience.
• Develop predictive analytics and AI/ML models using service data such as incident volumes, escalation drivers, SLA risks, and customer sentiment to identify trends and generate actionable recommendations.
• Automate repetitive technician and administrator activities using PowerShell, Python, Power Automate, REST APIs, and approved RPA technologies.
• Integrate ITSM capabilities with endpoint management, identity, collaboration, monitoring, and other enterprise systems.
• Participate in Agile delivery processes, including backlog refinement, estimation, development, testing, demonstrations, and stakeholder acceptance.
• Deliver compliant automation code and configuration packages to platform owners following approved development and acceptance processes.
• Apply secure coding practices, NIST SSDF principles, and federal security requirements to automation solutions.
• Document automation architectures, data flows, security considerations, rollback procedures, and other technical requirements, while supporting risk management framework evidence.
• Measure and report automation performance across Tier 0 deflection, First Contact Resolution, cycle time, and Customer Effort Score.
• Contribute automation results and insights to service metrics dashboards, quarterly performance reporting, and customer experience roadmaps.
• Identify new automation opportunities by analyzing ticket data, technician workflows, and service processes across support tiers.
• Develop proof-of-concept reports and other technical documentation as required.
• Mentor developers and administrators on automation practices and contribute to the continuous improvement of automation capabilities.

• Bachelor’s degree with at least 10 years of related experience; alternatively, a Master’s degree with 8 years of related experience or an additional 4 years of relevant experience in lieu of a degree.
• U.S. citizenship is required.
• Active Secret Clearance, favorably adjudicated T3/T3R, required at the start of employment.
• Willingness and ability to obtain Top Secret eligibility after starting if required by mission needs.
• Must remain within the required investigation scope and/or participate in Continuous Evaluation or Continuous Vetting.
• Current DoD 8570/8140 IAT Level II baseline certification, such as CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security.
• At least 10 years of software development or automation engineering experience, including 4 or more years automating IT service management or IT operations processes.
• Hands-on experience developing with ServiceNow, including Flow Designer, IntegrationHub, business rules, client scripts, scripted REST APIs, and Virtual Agent, or an equivalent enterprise ITSM platform.
• Strong programming and scripting skills in JavaScript, PowerShell, and Python, with experience integrating systems through REST and SOAP APIs.
• Experience applying AI/ML, natural language processing, or predictive analytics to IT operations or customer support use cases.
• Experience working within Agile delivery frameworks, including sprint demonstrations, stakeholder acceptance, and secure software development practices.
• Strong analytical, documentation, problem-solving, and communication skills, including the ability to present technical solutions to government stakeholders.
• Ability to work independently, evaluate complex situations, determine appropriate courses of action, and exercise sound judgment with limited day-to-day supervision.
• ServiceNow certifications, Microsoft Power Platform Developer Associate, and additional security certifications are desirable.
• Experience with ServiceNow Predictive Intelligence, Performance Analytics, Now Assist, or generative AI capabilities in government environments is a plus.
• Experience with RPA platforms such as UiPath or Power Automate Desktop and Active Directory orchestration tools is desirable.
• Experience supporting Department of War, Department of Defense, or Intelligence Community IT environments is preferred.
• Familiarity with CX metrics including CSAT, Customer Effort Score, and Experience Level Agreements is beneficial.
• ITIL 4 Foundation, ISO/IEC 20000-1 familiarity, Power BI, and service analytics/data modeling experience are valued.

• This is a fully remote role with limited travel and significant autonomy in technical decision-making.