Senior AI Automation Engineer

🕒 July 20

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Define and drive the automation roadmap for ITSM tool. • Lead initiatives to integrate AI-powered solutions into service workflows. • Collaborate with ITSM stakeholders to identify automation opportunities. • Implement AI-driven features such as intelligent ticket routing, predictive analytics, and conversational support. • Configure and customize ITSM automation rules, workflows, and service catalogues. • Develop and maintain AI models that enhance incident management processes. • Analyze service desk operations to identify inefficiencies and propose automation solutions. • Ensure compliance with ITIL best practices while introducing AI-driven enhancements. • Monitor and measure automation performance, providing insights for continuous improvement. • Manage and provide support on complex technical issues raised with the helpdesk. • Partner with IT, DevOps, and business teams to align automation initiatives with organizational goals. • Provide training and guidance to service desk teams on AI-enabled tools and automation practices. • Act as a subject matter expert for AI capabilities in ITSM platforms.

🎯 Requirements

• Proven experience as an Automation Lead or similar role in IT Service Management. • Strong expertise in ITSM tool configuration, workflows, and automation rules. • Hands-on experience with AI/ML technologies (e.g., NLP, predictive analytics, chatbots). • Knowledge of ITIL processes and ITSM best practices. • Experience in supporting client OS • Strong technical and troubleshooting skills • Proficiency in scripting languages (PowerShell, or similar) for automation. • Strong analytical, problem-solving, and leadership skills. • Excellent communication and stakeholder management abilities.

🏖️ Benefits

• Employee Impact Groups • FA Cares volunteer opportunities • Mentorship Advantage Program • SOAR, award-winning manager development program • Generous Paid Time Off Program* • Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* • Competitive benefits (medical, dental, etc.)* • Global Employee Assistance Program (EAP) available to all team members • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year