ITSM,CMDB ,SPM,IRM,TPRM,GEN AI,RPA,AGENTIC AI

Job Title: AI Operations Engineer ITSM & Agentic Automation

Role Overview:

Responsible for transforming traditional IT Service Management (ITSM) into an autonomous, AI-driven model. This role leverages Generative AI (GenAI), RPA, and specialized AI agents to automate incident resolution, improve service desk productivity, and enhance CMDB accuracy.

Key Responsibilities:

• Implement and optimize AI-driven ITSM tools (e.g., ServiceNow Now Assist, Aisera).
• Develop agentic workflows that autonomously triage, classify, and resolve routine incidents (password resets, access requests).
• Integrate RPA with GenAI to automate end-to-end IT workflows.
• Utilize Agentic AI for proactive monitoring, identifying, and addressing issues before they affect end-users.
• Maintain a healthy CMDB, utilizing GenAI to discover and map infrastructure changes.

Required Skills:

• 3+ years experience with ITSM platforms (ServiceNow preferred).
• Experience with GenAI tools (LLMs) and RPA frameworks (UiPath, Blue Prism).
• Understanding of Agentic AI principles: Perceive, Reason, Act, and Learn.

Key Requirements Across All Roles:

• Tools: ServiceNow (ITSM, ITOM, SPM, IRM, TPRM), Now Assist/GenAI, UiPath.
• Core Concepts: Agentic AI, Generative AI (LLMs), Robotic Process Automation (RPA), AIOps, Configuration Management Database (CMDB).
• Focus: Autonomous operations, improved productivity, reduced MTTR (Mean Time to Resolution), and risk mitigation.