Senior Platform Engineer-Digital Automation & AI
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Job Description
Structured overview of role & requirementsAbout This Role
Own technical design and continuous improvement of AI-powered chatbot solutions integrated with ServiceNow and Microsoft technologies to enhance employee self-service and reduce Service Desk interactions.
Develop and maintain ServiceNow automation workflows, intelligent ticket routing, and integrations with enterprise platforms to accelerate issue resolution and automate support activities.
Analyze Service Desk contact drivers to create automated remediation use cases supporting a Zero Service Desk strategy and monitor adoption and automation effectiveness.
Minimum Requirements
5+ years experience in IT automation, platform engineering, or related technical roles.
Hands-on experience with AI-powered chatbot platforms and conversational AI technologies.
Experience with ServiceNow platform including workflows, integrations, and automation using APIs and scripting languages such as JavaScript, Python, or PowerShell.
Strong understanding of IT Service Management (ITSM) processes.
Ideal Candidate Profile
Technical owner comfortable operating at the intersection of AI, automation, and ITSM platform engineering with end-to-end delivery responsibility.
Experienced in integrating chatbots with ServiceNow and Microsoft enterprise technologies in complex environments.
Familiarity with emerging AI technologies (e.g., GenAI, LLMs, Azure OpenAI) and with advanced concepts like AI orchestration, retrieval-augmented generation (RAG), and self-healing support solutions.