Automation Engineer (Tier 0 Self-Service and RPA)

📋 Description

• Design, develop, test, and deliver intelligent automation within ITSM platforms, including ticket
• Develop and maintain AI-enabled Tier 0 self-service capabilities, including virtual-agent
• Continuously analyze and tune self-service capabilities to increase ticket deflection and improve
• Develop predictive analytics and AI/ML models using service data such as incident volumes
• Automate repetitive technician and administrator activities using PowerShell, Python, Power
• Integrate ITSM capabilities with endpoint management, identity, collaboration, monitoring, and

🎯 Requirements

• Bachelor’s degree with at least 10 years of related experience; alternatively, a Master’s 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
• Must remain within the required investigation scope and/or participate in Continuous Evaluation or
• Current DoD 8570/8140 IAT Level II baseline certification, such as CompTIA Security+ CE, CySA+

🎁 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
• Exposure to ServiceNow, AI/ML, RPA, ITSM integrations, predictive analytics, and customer
• Work involving measurable improvements in self-service, First Contact Resolution, service