Job Description

The IT Automation Engineer is responsible for designing, building, and maintaining the scripts, workflows, and AI agents that eliminate repetitive work across the service desk, infrastructure, systems administration, and enterprise processes. This role is a technical individual contributor expected to deliver working automations in production, not to manage programs or own documentation.

Essential Functions:

• Analyze all ticket queues to identify high-volume, repetitive task categories and build a prioritized automation backlog based on impact and build effort.
• Design, write, and maintain PowerShell and Python scripts that automate common support tasks, including password resets, account provisioning, license assignments, access requests, and device management actions.
• Design and deploy AI agents using platforms such as Microsoft Copilot Studio, Claude, or comparable tools to handle end-user requests, triage tickets, and resolve common issues without human intervention.
• Build and maintain automated workflows in ServiceNow (Flow Designer, Business Rules) and Power Automate that reduce manual steps in IT Operations processes.
• Develop and maintain integrations between the service desk platform and enterprise systems, including Active Directory, Entra ID, and Intune, to enable automated resolution without agent involvement.
• Monitor deployed automations for reliability, accuracy, and adoption. Own the operational health of all automation and scripting work in production.
• Contribute knowledge base documentation when directly required to support an automation deployment or AI agent configuration. Day-to-day KB ownership remains with the L2 team.
• Track and report automation impact metrics monthly, including ticket deflection volume, agent time saved, and automation coverage by category.

Supervisory Responsibilities:

No

Minimum Job Qualifications:

• Three or more years of experience in IT support, systems administration, or a technical automation role, with sufficient hands-on exposure to understand enterprise system dependencies and common service desk pain points.
• Demonstrated proficiency in PowerShell scripting, with real-world experience automating tasks in Active Directory, Entra ID, Exchange Online, or Intune.
• Hands-on experience building automated workflows using Power Automate, ServiceNow Flow Designer, or a comparable enterprise workflow platform.
• Demonstrated experience designing or deploying AI agent solutions using platforms such as Microsoft Copilot Studio, Claude, or equivalent tools, applied to end-user request handling or support triage workflows.
• Working knowledge of REST APIs, with the ability to build system integrations without full software development support.
• Ability to analyze ticket queue data from ServiceNow or a comparable ITSM platform and translate findings into a prioritized, impact-driven automation backlog.
• Strong written communication skills, sufficient to clearly document automation logic, configuration decisions, and operational guidance.

Other Skills and Abilities:

• Experience with ServiceNow as a platform developer or advanced administrator, including business rules, client scripts, and Integration Hub.
• Python scripting experience in addition to PowerShell.
• Familiarity with the Microsoft Graph API for automating M365 and Entra ID operations at scale.
• ITIL Foundation certification or demonstrated working knowledge of ITIL service management concepts.
• Experience supporting multi-site or enterprise-scale IT environments.

Travel:

None

Compensation and Benefits:

• Compensation based on position, education and experience. Bi-weekly paid.
  • $95-110,000 base salary.
  • This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance.
• Health and Wellness Benefits
  • Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.
  • Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.
• Employee perks/discounts
  • Education assistance including tuition reimbursement
  • Childcare discount available to all employees
  • Corporate partner Discounts
• This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.
• Applications accepted through 5/18/26.