IT Automation Engineer

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• You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.
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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.

• 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 Power Shell 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 Service Now (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 , 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.

No

• 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 Power Shell scripting, with real‑world experience automating tasks in Active Directory, Entra , Exchange Online, or Intune.
• Hands‑on experience building automated workflows using Power Automate, Service Now 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 Service Now 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.

• Experience with Service Now as a platform developer or advanced administrator, including business rules, client scripts, and Integration Hub.
• Python scripting experience in addition to Power Shell.
• Familiarity with the Microsoft Graph API for automating M365 and Entra  at scale.
• ITIL Foundation certification or demonstrated working knowledge of ITIL…