IT Ops Automation EngineerOverviewYou will lead the design, build, and operation of these automations end-to-end - a hands-on engineering role embedded in the IT Service Operations & Enablement (ITSOE) team. You will own production Azure Function Apps, Azure Automation runbooks, Power Automate flows, and Playwright-driven web automations that replace manual, repeatable processes in IT operations.
You'll collaborate with ITSOE leadership, service desk agents, and business partners to identify high-volume, manual work and replace it with reliable, observable, well-tested automations - moving the team from reactive ticket processing to proactive platform enablement
Key Responsibilities- Design, build, deploy, and support secure IT automations across Azure, Power Platform, and related enterprise platforms using least-privilege and production-ready standards.
- Develop and maintain automation solutions using TypeScript/Node.js, PowerShell, and Python, selecting the right toolset for each use case.
- Administer and optimize Azure services that support automation, including Function Apps, Automation Accounts, Logic Apps, Storage, Key Vault, Service Bus, and monitoring tools.
- Build and support event-driven, scheduled, and API-based workflows that improve IT service delivery, onboarding, offboarding, access management, and audit processes.
- Create and maintain integrations across core business systems such as Freshservice, Jira, Microsoft 365, Entra ID, SharePoint, and other SaaS platforms.
- Perform ticket and operational data analysis to identify high-value automation opportunities by evaluating volume, repeatability, business impact, process stability, and technical feasibility.
- Use data insights to recommend and prioritize automation candidates that reduce manual effort, improve cycle time, and strengthen service quality.
- Apply sound engineering practices including testing, source control, CI/CD, logging, error handling, documentation, and reusable design patterns.
- Monitor automation health and performance through dashboards, telemetry, alerting, and trend analysis, and continuously improve reliability and business outcomes.
- Establish and document standards for selecting the appropriate automation runtime, architecture, and support model for each workflow.
- Partner with Service Desk and IT Operations teams to refine processes, reduce operational friction, and mentor others in automation best practices.
Preferred Qualifications- 3+ years building production automations in an internal IT, IT Ops, or Service Desk engineering context (L2/L3 or beyond).
- Strong hands-on experience with TypeScript / Node.js and Azure Function Apps, including:
- Durable Functions (orchestrators, activities, fan-out/fan-in, sub-orchestrations, eternal orchestrations).
- HTTP, Timer, Queue, Service Bus, and Blob triggers.
- Retry policies, exponential backoff, idempotent activities, and dead-lettering.
- Production experience with Playwright (Node.js / TypeScript), including:
- Microsoft SSO / Entra login flows and stored auth state.
- Page Object Model, role-based locators, trace/video capture.
- Running at scale via Microsoft Playwright Workspaces or equivalent (Azure Container Apps, self-hosted runners).
- Strong Power Automate (cloud flows) skills - SharePoint, Outlook, Teams, HTTP with Entra ID, Dataverse, custom connectors, approvals, and scheduled flows.
- Hands-on with Azure Automation runbooks (PowerShell 7 and/or Python), including webhooks, schedules, hybrid workers, and shared modules.
- Working knowledge of Microsoft Graph API (SharePoint site usage, Entra ID users/groups, license assignment, mail, calendar) and Azure Blob Storage (lifecycle policies, SAS, Managed Identity access).
- REST API integration experience with Freshservice and Jira Cloud - auth, pagination, custom fields, custom objects, webhooks, and the Freshservice Service Catalog.
Nice to Have- Logic Apps Standard for stateful, connector-heavy orchestrations.
- Azure Service Bus / Event Grid for cross-platform event fan-out.
- Application Insights + Log Analytics (KQL) dashboards and alerting; Azure Workbooks authoring.
- Power Apps (canvas + model-driven) and Dataverse for self-service portals and structured ops data.
- Azure Document Intelligence / Form Recognizer for OCR pipelines on inbound mail or citation documents.
- Microsoft 365 admin depth: Entra ID lifecycle workflows, conditional access, Intune device compliance, SharePoint admin, Exchange Online, Teams.
- Freshservice Workflow Automator, Custom Objects, Onboarding/Offboarding modules, and Freshservice Analytics.
- Integrations with Ashby, NetSuite, Salesforce, Tableau, OpenPath, Five9, or 1Password via API or SCIM.
- Cross-platform observability tooling.
