The Workflow Automation Developer builds low-risk, high-impact automations that reduce manual effort for the Service Desk, IT Endpoint team, and dispatch system workflows.
Requirements
- Programming: Coursework or projects in Python and one of C-Sharp or PowerShell are helpful, as is familiarity with .NET concepts.
- Basic SQL and relational database concepts.
- Version control with Git; comfort with the command line and scripting.
- Awareness of incident/request lifecycle, queues, SLAs, and Tier‑based support.
Responsibilities
- Build: Construct and maintain applications for IT teams that assist in automating manual workflows.
- Implement robotic process automation (RPA) to automate routine tasks under supervision (e.g., password resets, account unlocks, software installs, data entry transfers, user onboarding/offboarding) using UiPath, PowerShell, and Python, and C-Sharp .NET.
- Configure self‑service: contribute to service catalog items, portal widgets, and virtual agents/chatbots that guide users through common requests.
- Intelligent ticketing: implement and maintain Service Desk Plus automations and provide reporting on outcomes against SLAs and quality gates to supervisors, managers, and directors.
- Integrations: connect automations to APIs/webhooks, files, and databases for seamless data flow across ITSM/ticketing, endpoint tools, AI Agents, and other systems.
- Knowledge engineering: keep automation knowledge base (KB) articles current; help auto‑tag and suggest related KB content.
- Monitoring & reporting: Instrument bots and scripts, track success/failure, AHT reduction, deflection %, and user satisfaction; propose incremental improvements.
Other
- Education: Bachelor’s degree in Computer Science, MIS, Informatics, or a related technical field; or equivalent experience (such as a coding bootcamp certificate or significant personal projects).
- Experience: 0-2 years of software development experience through internships, co-ops, academic projects, or professional work.
- Strong analytical and problem-solving skills with a desire to learn and tackle new challenges.
- Excellent communication and interpersonal skills, with a collaborative mindset and the ability to work effectively in a team environment.
- An eagerness to learn new technologies, tools, and business processes, as well as a strong sense of curiosity and self-motivation, is essential.
