AI Developer – Azure Automation Engineer (ITSM / Halo Service Desk)

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Job Title: AI Developer – Azure Automation Engineer (ITSM / Halo Service Desk)
Remote

Position Summary
We are seeking a skilled
AI Developer – Azure Automation Engineer
to design and implement intelligent automation solutions within the Microsoft Azure ecosystem. This role focuses on leveraging
Generative AI and cloud-native services
to transform IT Service Management (ITSM) operations by automating service desk workflows, particularly within Halo Service Desk.

The ideal candidate will build AI-driven systems that analyze service desk tickets, generate actionable runbooks, recommend remediation steps, and enable self-healing IT operations. This role requires a strong blend of
AI/ML expertise, Azure cloud engineering, automation, and ITSM integration
.

Key Responsibilities
AI & Generative AI Development

• Design and develop AI-powered solutions to analyze and process service desk tickets.

• Build and implement LLM-based solutions for

• Incident classification

• Issue summarization

• Root cause identification

• Automated remediation recommendations

• Develop Retrieval-Augmented Generation (RAG) solutions using historical tickets, knowledge bases, and documentation.

• Engineer and optimize prompts to improve response accuracy and consistency.

• Build AI copilots or chat assistants to support IT operations teams.

Azure Automation & Cloud Engineering

• Develop scalable automation workflows using Azure services such as

• Azure Functions

• Logic Apps

• Azure Automation

• Azure App Services

• Azure Kubernetes Service (AKS)

• Azure API Management

• Event Grid / Service Bus

• Build event-driven automation triggered by ticket lifecycle events.

• Develop reusable automation runbooks for

• Incident resolution

• User provisioning

• System maintenance and patching

ITSM Integration (Halo Service Desk)

• Integrate Halo Service Desk with Azure services via APIs and webhooks.

• Extract and process ticket data including metadata, comments, and attachments.

• Automate ticket lifecycle processes such as triage, assignment, enrichment, and closure.

• Sync AI-generated outputs (runbooks, resolutions) back into ticketing systems and knowledge bases.

Data Engineering & Knowledge Management

• Build data pipelines to ingest and process historical ticket data and documentation.

• Implement and manage vector databases / semantic search systems.

• Continuously improve AI outputs using feedback loops and resolution data.

• Maintain version-controlled, auditable knowledge repositories.

Security, Governance & Monitoring

• Implement secure solutions using

• Azure AD / Entra ID

• Managed Identities

• Key Vault

• Role-Based Access Control (RBAC)

• Ensure compliance with data security and governance policies.

• Implement monitoring, logging, and observability using Azure Monitor and Application Insights.

• Safeguard sensitive operational and customer data.

Collaboration & Delivery

• Collaborate with Service Desk, Infrastructure, DevOps, and Security teams.

• Translate operational challenges into automation opportunities.

• Participate in Agile development processes including sprint planning and demos.

• Produce technical documentation, architecture diagrams, and handover materials.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.

• 3+ years of software development experience.

• 2+ years of hands-on experience with Microsoft Azure services.

• Strong programming skills in one or more

• Python

• C# / .NET

• JavaScript / TypeScript

• PowerShell

• Experience with REST APIs, JSON, OAuth, and webhooks.

• Experience building automation workflows and integrations.

• Understanding of ITSM processes

• Incident Management

• Problem Management

• Change Management

• Familiarity with Git, CI/CD pipelines, and DevOps practices.

Preferred Qualifications</str