ITSM AI Support Engineer

• Practice Cloud & Infrastructure

• Technologies Infrastructure & Cloud

• Location -, - None Specified -

• Type Contract

I’m recruiting for a Service Desk Process & Agentification Lead to support a major Service Desk automation and AI transformation programme.

Key details:

• 12-month contract – B2B (Full time)
• Fully remote
• ASAP Start

• Analyse current Service Desk and ITSM processes
• Map incident, service request, ticket routing, entitlement, SLA and escalation workflows
• Identify repetitive manual activities suitable for automation or agentic support
• Build and prioritise a backlog of automation opportunities and pilot use cases
• Translate process documentation into runbooks, decision trees and agent-ready instructions
• Define human approval points, governance and boundaries for safe automation
• Work closely with Service Desk teams, process owners and platform/tool teams
• Experience with ServiceNow, SAP for Me, SAP Cloud ALM or similar platforms
• Strong understanding of AI-assisted workflows and human-in-the-loop controls

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