DecisionPoint seeks an AI Agent and Automation Specialist to enhance Service Desk operations in a federal and DoD-aligned IT mission environment through AI-driven solutions, aiming to reduce manual workload, accelerate issue resolution, improve SLA performance, and enable proactive IT support.
Requirements
- Minimum 5 years of experience designing or supporting AI/ML, automation, or software development solutions.
- Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools.
- Experience with automation platforms, scripting, and workflow tools.
- Experience integrating APIs, data sources, and enterprise applications.
- Strong understanding of AI/ML fundamentals, model training, and conversational agent design.
- Experience with automation tools such as Power Automate, ServiceNow automation, UiPath, or similar.
- Experience with LLM tuning, vector databases, or retrieval augmented generation (RAG).
Responsibilities
- Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities.
- Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms.
- Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.
- Develop self-help tools and guided troubleshooting workflows to reduce Tier 1-2 ticket volume.
- Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers.
- Maintain and update AI models based on new data, changing system behavior, and user interaction patterns.
- Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services.
Other
- This position is fully remote.
- Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
- Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
- Experience supporting ITSM or Service Desk operations.
- Excellent communication skills for working with Service Desk, engineering, and cybersecurity teams.
