AUTOMATION ENGINEER (TIER 0 SELF-SERVICE AND RPA)

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.