About this role
ITSM AI Support Engineer - Jobs Ref: #74550 ITSM AI Support Engineer I'm recruiting for a Service Desk Process & Agentification Lead to support a major Service Desk automation and AI transformation programme. - 12-month contract - B2B (Full time) - Fully remote - ASAP Start • Analyse current Service Desk and ITSM processes • Map incident, service request, ticket routing, entitlement, SLA and escalation workflows • Identify repetitive manual activities suitable for automation or agentic support • Build and prioritise a backlog of automation opportunities and pilot use cases • Translate process documentation into runbooks, decision trees and agent-ready instructions • Define human approval points, governance and boundaries for safe automation • Work closely with Service Desk teams, process owners and platform/tool teams • Experience with ServiceNow, SAP for Me, SAP Cloud ALM or similar platforms • Strong understanding of AI-assisted workflows and human-in-the-loop controls