Automation Engineer
$150,000–$200,000 year
HybridWashington, District of Columbia, United States or Washington, United States
Washington, District of Columbia, United States or Washington, United StatesHybridFull Time$150,000–$200,000 yearLarge
Full TimeLarge
Job Summary
Design, develop, and maintain automation workflows, scripts, and integrations within enterprise ITSM platforms like ServiceNow, Remedy, or Jira Service Management. Analyze existing ITSM processes to identify inefficiencies, then build and configure workflow automations, business rules, and event-driven triggers to reduce manual effort. Develop integrations between the ITSM platform and external systems using REST APIs and middleware, while supporting AIOps capabilities, virtual agent chatbots, and self-service automation. Collaborate with service desk leads and process owners to validate solutions, conduct thorough testing, and maintain technical documentation. Monitor deployed automation for performance and reliability, participate in Agile sprints, and support change management and end-user training. Requires Public Trust clearance; hybrid schedule with two days onsite.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Computer Information Systems, or a related field from an accredited college or university, or equivalent work experience
- 8+ years of experience in IT service management, ITSM platform administration, or IT operations engineering roles
- 4+ years of hands-on experience developing automation workflows, scripts, or integrations within an enterprise ITSM platform such as ServiceNow, Remedy, or Jira Service Management
- Demonstrated experience integrating ITSM platforms with external enterprise tools and systems via REST APIs, webhooks, or middleware
- Exceptional communication skills in English – both written and oral – with the ability to effectively engage both technical teams and non-technical business stakeholders
- Deep hands-on experience with enterprise ITSM platforms, including configuration, workflow development, and administration within ServiceNow, Remedy, Jira Service Management, or equivalent tools
- Proficiency in scripting and development languages relevant to ITSM automation, including JavaScript, Python, PowerShell, Bash, or equivalent languages
- Strong understanding of ITSM processes and frameworks, particularly ITIL-based incident, problem, change, request, and asset management processes
- Experience designing and implementing event-driven automation, business rules, workflow orchestration, and scheduled job frameworks within ITSM platforms
- Knowledge of REST API development and consumption, including experience building and managing integrations between ITSM platforms and enterprise systems such as Active Directory, monitoring tools, cloud platforms, and collaboration suites
- Familiarity with AIOps concepts and event management integrations, including alert correlation, noise reduction, and automated incident generation from infrastructure and application monitoring tools
- Experience developing virtual agent, chatbot, or self-service automation capabilities within ITSM platforms to support end-user request fulfillment and issue resolution
- Strong analytical and problem-solving skills with the ability to deconstruct complex ITSM processes and design efficient, scalable automation solutions
- Experience conducting testing activities for automation solutions, including unit, integration, and user acceptance testing
- Ability to develop and maintain clear and comprehensive technical documentation, including workflow diagrams, integration specs, and operational runbooks
- Familiarity with Agile development methodologies and the ability to contribute effectively within iterative delivery frameworks
- Ability to obtain Public Trust
- Must be able to obtain a Public Trust
- This position requires the candidate to be able to obtain a Public Trust
- The position is hybrid, requires 2 days onsite
Desired Qualifications
- ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), or ServiceNow Certified Implementation Specialist (CIS) certification
- ITIL v4 Foundation or higher certification (e.g., ITIL Practitioner, ITIL Managing Professional)
- Experience working in a federal government IT environment, including familiarity with FISMA, FedRAMP, and related compliance and security frameworks
- Familiarity with DevOps and CI/CD pipeline concepts and their application to ITSM platform development and deployment workflows
- Experience with low-code/no-code automation platforms such as Microsoft Power Automate, UiPath, or similar robotic process automation (RPA) tools in the context of ITSM process automation
- Knowledge of enterprise monitoring and observability platforms such as Splunk, Dynatrace, SolarWinds, or equivalent tools and their integration with ITSM systems
- Experience with cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform and their native automation and workflow orchestration services
- Familiarity with configuration management databases (CMDB) and the automation of asset discovery, reconciliation, and lifecycle management processes
- HDI or ITIL Practitioner certification relevant to service management process design and improvement
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