AI Developer

Role: Professional, AI & Automation Engagement Type: External Consultant / Contract Reporting To: Director, Global IT Service Desk & Quality & Performance Management Location: Flexible / Remote with global collaboration Role Overview We are looking for a hands-on AI developer to support the transformation of our Global IT Service Desk through practical, scalable, and measurable AI solutions. This role will primarily focus on delivering AI-enabled capabilities that improve users experience, increase self-service adoption, reduce manual efforts, and support faster resolution of IT requests and incidents. The ideal candidate will have strong experience designing and developing AI-driven solutions, with exposure to platforms such as ServiceNow, Power Automate, conversational AI, workflow automation, and data-driven service improvement. Although the role supports Service Desk transformation, the main focus is not traditional service desk operations. The priority is to build and deliver AI and automation solutions that create measurable business value. Key Responsibilities Strategy & Assessment Assess current Service Desk processes, workflows, and ticket volumes (incidents, requests, self-service). Identify high-impact automation and AI use cases aligned to business outcomes (cost reduction, AHT, deflection, CSAT). Support AI & automation roadmap, including quick wins and mid/long-term opportunities. Solution Design & Implementation Design and implement AI solutions using ServiceNow (Flow Designer, Virtual Agent, Integration Hub) and automations using Power Automate. Build and optimize chatbot/conversational AI capabilities to drive self-service and reduce contact volume. Develop automations for common Service Desk tasks (e.g., password resets, access provisioning, incident routing, knowledge surfacing). Process Optimization Standardization and streamline workflows across global Service Desk operations. Introduce intelligent routing, triage, and knowledge recommendations leveraging AI. Partner with IT teams (Infrastructure, Security, Workplace, Apps) to embed automation into end-to-end processes. Data & Performance Management Support KPIs and success metrics (deflection rate, automation rate, AHT reduction, resolution time, cost per ticket). Build dashboards and reporting to track automation impact and ROI. Use analytics to continuously refine and expand automation opportunities. Governance & Enablement Establish automation governance (intake, prioritization, design standards). Create reusable frameworks and best practices for scaling automation globally. Upskill internal teams on AI/automation tools, processes, and adoption. Key Deliverables AI & Automation opportunity assessment and prioritized backlog. 6–12 month roadmap with measurable targets (e.g., 10–20% ticket reduction). Implemented automations and chatbot use cases (with documented results). KPI dashboard and reporting framework. Governance model and operating playbook. Qualifications Required Experience 5+ years in ITSM, Service Desk, IT Operations optimization and AI. Proven experience implementing automation within ServiceNow (or comparable ITSM platforms). Hands-on experience with conversational AI / chatbot tools (e.g. ServiceNow Virtual Agent). Demonstrated success delivering measurable efficiency gains (cost reduction, ticket. deflection, AHT improvement). Technical Skills ServiceNow (Flow Designer, Virtual Agent, scripting preferred). API integrations and workflow automation. Data analysis and reporting (Power BI, ServiceNow Performance Analytics, or similar). Understanding of AI/ML use cases in IT operations. Core Competencies Strong stakeholder management across global IT teams Ability to translate business needs into scalable technical solutions Comfortable operating in a complex, cross-functional environment Success Criteria Deliver baseline assessment and automation roadmap Launch 3–5 high-impact automation use cases (quick wins) Establish KPI tracking and demonstrate early value (e.g., deflection or AHT reduction) Align cross-functional stakeholders on governance and execution model #LI-DNI