Agentic AI Engineer (ITSM & Enterprise Automation)

Job description

**Agentic AI Engineer (ITSM & Enterprise Automation) -Night Shift** **Minimum Qualifications:** Looking to build and operate **next generation AI driven IT operations** in a modern enterprise environment? Join us as **AI Ops / IT Automation Engineer** and help transform IT service delivery through **agentic AI**, workflow orchestration, and intelligent automation. Motivated by our values: **Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid**. We are modernizing IT operations to deliver reliable**, scalable, and employeecentric IT service experience**. This role will help design, build, and run **agentic AI workflows** that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security. This pivotal role requires expert understanding and hands-on knowledge of **AI assisted ITSM automation**, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Nexthink, Okta, endpoint management, and ITSM tooling), with working experience across an **agentic AI ITSM studio** (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration). **Responsibilities:** - Serve as an **AI Ops / IT Automation Engineer** responsible for **AI driven IT operations and automation** - **Experience with Prompt Engineering**, including designing, testing, and optimizing prompts for AI agents and workflow execution. - **Hands-on experience with Conversational AI**, chatbot orchestration, and AI-driven employee self-service solutions. - **Experience building Knowledge Ingestion Pipelines** for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents. - **Experience integrating Microsoft 365 services using Microsoft Graph API**. - **Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations**. - **Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns**. - **Experience troubleshooting API integrations, authentication failures, and automation workflow issues**. - Lead technical investigation and architecture for **agentic AI use cases** that improve efficiencies and end user experience - Build, configure, and maintain **AI Agents** for IT incidents, service requests, and employee self-service - Design, build, and operate **Agentic Workflows** including branching logic, retries/timeouts, approvals, and humanintheloop handoffs - Develop and manage **Agentic Apps** and execution flows for repeatable ITSM and infrastructure automations - Configure and operationalize **AI Functions** (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns - Implement and maintain integrations using **MCP, APIs, webhooks, and eventdriven Triggers** to connect ITSM, identity, endpoint, and collaboration systems - Build and curate **Knowledge** sources used by agents; ensure freshness, relevance, and governance of content - Monitor and improve operational performance using **dashboards, agent interaction traces, workflow execution logs**, and run analytics - Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction - Partner with information security teams to ensure **leastprivilege access, secret management (API keys), auditability, and compliance** for AIinitiated actions - Serve as a technical expert for **automation platforms, ITSM tooling, and escalation**