IT Service Automation Engineer

Job Description:

We are seeking a hands-on IT Service Automation Engineer to design and deliver automation and orchestration capabilities across our digital service environment.

The role will focus on transforming manual service activities into integrated and intelligent workflows, improving service fulfilment, reducing operational effort and enabling scalable service operations.

The successful candidate will combine strong experience in workflow automation, orchestration, APIs and enterprise integrations with knowledge of IT Service Management and AI-driven automation. The role will also contribute to our evolution toward AIOps-enabled, proactive and increasingly autonomous service operations.

Key responsibilities:

• Design, develop and maintain end-to-end service automation and orchestration workflows across ITSM and enterprise platforms.
• Automate service fulfilment, operational processes and repetitive support activities to reduce manual intervention and improve service efficiency.
• Build API-driven integrations connecting service management workflows with enterprise applications and technology platforms.
• Develop scalable and reusable workflow, integration and orchestration patterns rather than isolated automation solutions.
• Design resilient automation with appropriate validation, exception handling, logging, retry and human escalation mechanisms.
• Identify and prioritize automation opportunities based on service volumes, manual effort, repeatability and operational impact.
• Own automation solutions through design, development, testing, deployment, monitoring and continuous improvement.
• Apply AI-driven capabilities to enhance workflow decisions, service fulfilment and automated resolution.
• Ensure automation solutions meet appropriate security, access, audit and operational governance requirements.
• Contribute to the evolution toward AIOps and intelligent service operations, enabling future event-driven and automated remediation capabilities.

Requirements

• Minimum 5–6 years of relevant experience, with strong hands-on experience in service automation, workflow engineering and orchestration.
• Experience designing end-to-end workflows across multiple systems, including automated fulfilment and operational processes.
• Strong experience with enterprise ITSM/workflow platforms, including workflow design, service catalogue automation and integration capabilities. Experience with ServiceNow or equivalent platforms is preferred.
• Strong knowledge of REST APIs, JSON, web services, webhooks, authentication and enterprise integration patterns.
• Hands-on scripting experience with JavaScript, Python, or equivalent technologies.
• Experience designing production-grade automation incorporating error handling, validation, logging, retries and exception management.
• Understanding of AI-driven automation and orchestration, including Generative AI, intelligent decision support and agentic workflow concepts.
• Knowledge of AIOps concepts, including event-driven automation, intelligent event correlation and automated remediation.
• Strong understanding of IT Service Management and ITIL principles, particularly Incident, Problem, Change and Service Request Management.
• Strong analytical and troubleshooting skills across workflows, applications, APIs, integrations and data flows.
• Ability to independently drive automation initiatives from opportunity identification through production implementation and measurable outcomes.