Automation Engineer – Tier 0 Self-Service, RPA

Job not on LinkedIn

🔥 1 minute ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $79.4k - $122.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🤖 QA Automation Engineer

👻 Ghost score 0%

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Design, develop, test, and deliver intelligent automation on the ITSM platform for ticket intake, categorization, routing, fulfillment, notifications, and Customer-Confirmed Ticket Closure • Engineer and sustain AI-enabled Tier 0 self-service capabilities, including ServiceNow Virtual Agent conversation design, Active Directory orchestration for password resets and account unlocks, and status-check automation • Develop predictive analytics and AI/ML models on service data to forecast trends and generate actionable recommendations • Automate repetitive technician and administrator tasks using PowerShell, Python, Power Automate, REST APIs, and approved RPA • Integrate the ITSM platform with endpoint management, identity, collaboration, and monitoring systems • Refine backlog items, estimate, develop, test, demonstrate completed work to Government stakeholders, and obtain documented stakeholder acceptance • Apply secure coding standards, NIST SSDF practices, and Federal security guidelines; document designs, data flows, and rollback procedures; support RMF evidence • Measure and report automation impact on Tier 0 deflection, First Contact Resolution, cycle time, and Customer Effort Score • Identify and prioritize automation opportunities, prepare Proof of Concept Reports, and mentor developers and administrators

🎯 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) • 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 or an equivalent enterprise ITSM platform • Strong proficiency in JavaScript, PowerShell, Python, and 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 • Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision

🏖️ Benefits

• Recognized as a 2024 Military Friendly Employer • Up to 10% travel involved