Automation Engineer; Tier 0 Self-Service And Rpa)

US-VA-Quantico | US-Remote

Engineering (non IT)

Regular Full-Time

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a Automation Engineer (Tier 0 Self-Service and RPA) to design and deliver the intelligent automation that transforms a high-volume IT Customer Support Services program for a Department of War agency from a task-oriented service model into an outcome-driven, low-effort customer experience. The engineer builds and integrates automation across all support tiers, including AI-driven Tier 0 self-service (Service Now Virtual Agent, AI Ops, Active Directory orchestration for password resets and account unlocks), automated ticket workflows and the Customer-Confirmed Ticket Closure process, predictive analytics on service data, and robotic and scripted automation of repetitive technician tasks.

Working from the Government-prioritized backlog and CX Roadmap, the engineer delivers secure, tested, and measurable automation that raises Tier 0 deflection and First Contact Resolution while reducing manual effort. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Design, develop, test, and deliver intelligent automation on the ITSM platform (e.g., Service Now Flow Designer, Integration Hub, Virtual Agent, AI Ops, Predictive Intelligence) that automates ticket intake, categorization, routing, fulfillment, notifications, and the Customer-Confirmed Ticket Closure workflow, including automatic closure after three business days of no customer response.
• Engineer and sustain AI-enabled Tier 0 self-service capabilities, including Virtual Agent conversation design, Active Directory orchestration for password reset and account unlock, and status-check automation, and continuously tune them to increase ticket deflection.
• Develop predictive analytics and AI/ML models on service data (incident volumes, escalation drivers, SLA risk, customer sentiment) to forecast trends and generate actionable recommendations for the Government, in coordination with the Data/BI Developer.
• Automate repetitive technician and administrator tasks using Power Shell, Python, Power Automate, REST APIs, and RPA where approved, and integrate the ITSM platform with endpoint management, identity, collaboration, and monitoring systems.
• Follow the Government-approved Agile framework: refine backlog items, estimate, develop, unit and integration test, demonstrate completed work to Government stakeholders, and obtain documented stakeholder acceptance before closure, delivering compliant code and configuration packages to the platform owner.
• Apply secure coding standards, NIST SSDF (SP 800-218) practices, and Federal security guidelines; document automation designs, data flows, and rollback procedures; and support RMF evidence for automated capabilities.
• Measure and report the impact of automation on Tier 0 deflection, First Contact Resolution, cycle time, and Customer Effort Score, and feed results into the Customer Support Metrics Dashboard, Quarterly XLA Performance Report, and CX Roadmap.
• Identify and prioritize new automation opportunities across all tiers through analysis of ticket data and technician workflows, prepare Proof of Concept Reports as directed, and mentor developers and administrators in automation practices.

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's…