Desk Automation Engineer / Digital Service Desk Specialist

Overview:

Desk Automation Engineer / Digital Service Desk Specialist

• 3-7 years in IT Service Management (ITSM), Enterprise Service Desk, or Automation platforms.
• Experience with ServiceNow, BMC Remedy, Cherwell, or similar ITSM tools.
• Hands-on with RPA/automation tools (UiPath, Automation Anywhere, or scripting in Python/PowerShell).
• Understanding of APIs and integrations (REST, SOAP, JSON).
• Exposure to chatbots or NLP systems (Amelia, Watson, Azure Cognitive Services, Dialogflow, etc.) a big plus.
• Strong troubleshooting and cross-department collaboration skills.

Key responsibilities:

• Configure and maintain 1Desk platform across IT, HR, Finance, and Facilities.
• Train and fine-tune Amelia (cognitive agent) for new intents, workflows, and FAQs.
• Build automation workflows and integrations with enterprise systems (ServiceNow, SAP, Workday, Active Directory, etc.).
• Monitor ticket flow, exceptions, and escalations; continuously improve automation coverage.
• Partner with business stakeholders to identify new opportunities for cognitive automation.
• Ensure compliance with enterprise ITSM standards, SLAs, and governance policies.