What You'll Do
We are seeking an experienced Senior Automation Engineer with strong expertise in AI-driven solutions and ITSM tools. This role will be responsible for designing, implementing, and optimizing automation frameworks that enhance IT service delivery, streamline workflows, and leverage AI capabilities to improve efficiency and customer experience for a Global IT Helpdesk.
Responsibilities
Automation Strategy & Leadership
Define and drive the automation roadmap for ITSM tool.
Lead initiatives to integrate AI-powered solutions into service workflows.
Collaborate with ITSM stakeholders to identify automation opportunities.
AI & ITSM Tool Integration
Implement AI-driven features such as intelligent ticket routing, predictive analytics, and conversational support.
Configure and customize ITSM automation rules, workflows, and service catalogues.
Develop and maintain AI models that enhance incident management processes.
Process Optimization
Analyse service desk operations to identify inefficiencies and propose automation solutions.
Ensure compliance with ITIL best practices while introducing AI-driven enhancements.
Monitor and measure automation performance, providing insights for continuous improvement.
Manage and provide support on complex technical issues raised with the helpdesk
Collaboration & Stakeholder Management
Partner with IT, DevOps, and business teams to align automation initiatives with organizational goals.
Provide training and guidance to service desk teams on AI-enabled tools and automation practices.
Act as a subject matter expert for AI capabilities in ITSM platforms.
What You Will Need to be Successful:
Proven experience as an Automation Lead or similar role in IT Service Management.
Strong expertise in ITSM tool configuration, workflows, and automation rules.
Hands-on experience with AI/ML technologies (e.g., NLP, predictive analytics, chatbots).
Knowledge of ITIL processes and ITSM best practices.
Experience in supporting client OS
Strong technical and troubleshooting skills
Proficiency in scripting languages (PowerShell, or similar) for automation.
Strong analytical, problem-solving, and leadership skills.
Excellent communication and stakeholder management abilities.
What You May Need to be Successful:
Experience integrating ITSM tools with AI platforms (e.g., Azure AI, ServiceNow AI, or custom ML models).
Certification in ITIL, Atlassian Jira Administration, or AI/ML technologies.
Background in cloud platforms (AWS, Azure, GCP) for hosting AI solutions.
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
Employee Impact Groups
FA Cares volunteer opportunities
Mentorship Advantage Program
SOAR, award-winning manager development program
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale. For more information, please visit our website at https://fadv.com/.
