OverviewDecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows.
This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support.
This position is fully remote.
Duties & Responsibilities
The AI Agent and Automation Specialist will:
- Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities.
- Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms.
- Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.
- Develop self-help tools and guided troubleshooting workflows to reduce Tier 12 ticket volume.
- Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers.
- Maintain and update AI models based on new data, changing system behavior, and user interaction patterns.
- Monitor model performance, accuracy metrics, error rates, and training data quality.
- Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation.
- Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness.
- Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services.
- Document automation architectures, training processes, and operational workflows.
Qualifications
Clearance Requirement
Must hold an active Secret clearance, supported by a Tier 5 background investigation.
Education (Required)
Bachelor99s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
Experience (Required)
- Minimum 10 years of experience designing or supporting AI/ML, automation, or software development solutions.
- Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools.
- Experience with automation platforms, scripting, and workflow tools.
- Experience integrating APIs, data sources, and enterprise applications.
- Experience supporting ITSM or Service Desk operations.
Technical Knowledge (Required)
- Strong understanding of AI/ML fundamentals, model training, and conversational agent design.
- Experience with automation tools such as Power Automate, ServiceNow automation, UiPath, or similar.
- Knowledge of API development, scripting languages, and integration patterns.
- Familiarity with knowledge management systems, ITSM workflows, and service automation practices.
Technical Knowledge (Preferred)
- Experience with LLM tuning, vector databases, or retrieval augmented generation (RAG).
- Experience supporting federal or DoD programs.
- Experience with cloud-native AI or automation services (AWS, Azure, GCP).
Certifications
Preferred:
- AI, ML, or automation-related certifications
Skills
- Strong problem solving and analytical abilities for building effective automation logic.
- Ability to translate Service Desk needs into AI/automation requirements.
- Excellent communication skills for working with Service Desk, engineering, and cybersecurity teams.
- Strong documentation and process-mapping abilities.
- Ability to manage multiple automation initiatives in a dynamic environment.
