Description

Empower AI is seeking a Automation Engineer (Tier 0 Self-Service and RPA) to design and deliver the intelligent automation that transforms a high-volume IT Customer Support Services program for a Department of War agency from a task-oriented service model into an outcome-driven, low-effort customer experience. The engineer builds and integrates automation across all support tiers, including AI-driven Tier 0 self-service (ServiceNow Virtual Agent, AI Ops, Active Directory orchestration for password resets and account unlocks), automated ticket workflows and the Customer-Confirmed Ticket Closure process, predictive analytics on service data, and robotic and scripted automation of repetitive technician tasks. Working from the Government-prioritized backlog and CX Roadmap, the engineer delivers secure, tested, and measurable automation that raises Tier 0 deflection and First Contact Resolution while reducing manual effort. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Design, develop, test, and deliver intelligent automation on the ITSM platform (e.g., ServiceNow Flow Designer, IntegrationHub, Virtual Agent, AI Ops, Predictive Intelligence) that automates ticket intake, categorization, routing, fulfillment, notifications, and the Customer-Confirmed Ticket Closure workflow, including automatic closure after three business days of no customer response.
• Engineer and sustain AI-enabled Tier 0 self-service capabilities, including Virtual Agent conversation design, Active Directory orchestration for password reset and account unlock, and status-check automation, and continuously tune them to increase ticket deflection.
• Develop predictive analytics and AI/ML models on service data (incident volumes, escalation drivers, SLA risk, customer sentiment) to forecast trends and generate actionable recommendations for the Government, in coordination with the Data/BI Developer.
• Automate repetitive technician and administrator tasks using PowerShell, Python, Power Automate, REST APIs, and RPA where approved, and integrate the ITSM platform with endpoint management, identity, collaboration, and monitoring systems.
• Follow the Government-approved Agile framework: refine backlog items, estimate, develop, unit and integration test, demonstrate completed work to Government stakeholders, and obtain documented stakeholder acceptance before closure, delivering compliant code and configuration packages to the platform owner.
• Apply secure coding standards, NIST SSDF (SP 800-218) practices, and Federal security guidelines; document automation designs, data flows, and rollback procedures; and support RMF evidence for automated capabilities.
• Measure and report the impact of automation on Tier 0 deflection, First Contact Resolution, cycle time, and Customer Effort Score, and feed results into the Customer Support Metrics Dashboard, Quarterly XLA Performance Report, and CX Roadmap.
• Identify and prioritize new automation opportunities across all tiers through analysis of ticket data and technician workflows, prepare Proof of Concept Reports as directed, and mentor developers and administrators in automation practices.

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level II baseline certification (e.g., CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security).
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 10 years of software development or automation engineering experience, including at least 4 years automating IT service management or IT operations processes.
• Hands-on experience developing on ServiceNow (Flow Designer, IntegrationHub, business rules, client scripts, scripted REST APIs, Virtual Agent) or an equivalent enterprise ITSM platform.
• Strong proficiency in scripting and programming (JavaScript, PowerShell, Python) and integrating systems via REST/SOAP APIs.
• Experience applying AI/ML, natural language, or predictive analytics to IT operations or customer support use cases.
• Experience delivering in an Agile framework with sprint demonstrations and stakeholder acceptance, and applying secure coding standards.
• Strong analytical, documentation, and communication skills, including demonstrating solutions to Government stakeholders.

DESIRED SKILLS:

• ServiceNow Certified Application Developer, Certified System Administrator, or Certified Implementation Specialist (ITSM); Microsoft Power Platform Developer Associate; CompTIA Security+ CE.
• Experience with ServiceNow Predictive Intelligence, Performance Analytics, and Now Assist / generative AI capabilities in a Government (GCC/IL5) environment.
• Experience with RPA platforms (e.g., UiPath, Power Automate Desktop) and with Active Directory orchestration tools.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• ITIL 4 Foundation and familiarity with ISO/IEC 20000-1.
• Experience with Power BI and data modeling for service analytics.

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings