AUTOMATION ENGINEER (TIER 0 SELF-SERVICE AND RPA)

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Description

Accountabilities: - 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. - Requirements: 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. - Ability to sit and stand for extended periods and move between office areas or buildings when required. - Benefits: Salary range of $79,390–$122,870 per year. - Fully remote work environment. - Up to 10% travel. - Opportunity to design and deliver intelligent automation across a high-volume federal IT support environment. - Exposure to ServiceNow, AI/ML, RPA, ITSM integrations, predictive analytics, and customer experience technologies. - Work involving measurable improvements in self-service, First Contact Resolution, service efficiency, and customer effort. - Opportunities to contribute to Agile delivery, secure automation engineering, and federal technology transformation. - Collaboration with technical, operational, data, and government stakeholder teams. - Opportunities to mentor colleagues and influence automation practices across support tiers. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. T

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