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Job Title: AI Developer – Azure Automation Engineer (ITSM / Halo Service Desk)
Remote
Position Summary
We are seeking a skilled
AI Developer – Azure Automation Engineer
to design and implement intelligent automation solutions within the Microsoft Azure ecosystem. This role focuses on leveraging
Generative AI and cloud-native services
to transform IT Service Management (ITSM) operations by automating service desk workflows, particularly within Halo Service Desk.
The ideal candidate will build AI-driven systems that analyze service desk tickets, generate actionable runbooks, recommend remediation steps, and enable self-healing IT operations. This role requires a strong blend of
AI/ML expertise, Azure cloud engineering, automation, and ITSM integration
.
Key Responsibilities
AI & Generative AI Development
- Design and develop AI-powered solutions to analyze and process service desk tickets.
- Build and implement LLM-based solutions for:
- Root cause identification
- Automated remediation recommendations
- Develop Retrieval-Augmented Generation (RAG) solutions using historical tickets, knowledge bases, and documentation.
- Engineer and optimize prompts to improve response accuracy and consistency.
- Build AI copilots or chat assistants to support IT operations teams.
Azure Automation & Cloud Engineering
- Develop scalable automation workflows using Azure services such as:
- Azure Kubernetes Service (AKS)
- Build event-driven automation triggered by ticket lifecycle events.
- Develop reusable automation runbooks for:
- System maintenance and patching
ITSM Integration (Halo Service Desk)
- Integrate Halo Service Desk with Azure services via APIs and webhooks.
- Extract and process ticket data including metadata, comments, and attachments.
- Automate ticket lifecycle processes such as triage, assignment, enrichment, and closure.
- Sync AI-generated outputs (runbooks, resolutions) back into ticketing systems and knowledge bases.
Data Engineering & Knowledge Management
- Build data pipelines to ingest and process historical ticket data and documentation.
- Implement and manage vector databases / semantic search systems.
- Continuously improve AI outputs using feedback loops and resolution data.
- Maintain version-controlled, auditable knowledge repositories.
Security, Governance & Monitoring
- Implement secure solutions using:
- Role-Based Access Control (RBAC)
- Ensure compliance with data security and governance policies.
- Implement monitoring, logging, and observability using Azure Monitor and Application Insights.
- Safeguard sensitive operational and customer data.
Collaboration & Delivery
- Collaborate with Service Desk, Infrastructure, DevOps, and Security teams.
- Translate operational challenges into automation opportunities.
- Participate in Agile development processes including sprint planning and demos.
- Produce technical documentation, architecture diagrams, and handover materials.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 3+ years of software development experience.
- 2+ years of hands-on experience with Microsoft Azure services.
- Strong programming skills in one or more:
- Experience with REST APIs, JSON, OAuth, and webhooks.
- Experience building automation workflows and integrations.
- Understanding of ITSM processes
- Familiarity with Git, CI/CD pipelines, and DevOps practices.
Preferred Qualifications</str