AI Developer Azure Automation Engineer (Halo Service Desk)
Job Type: Contract 6 Months+
Location: Remote
Position Summary
We are seeking a highly skilled AI Developer to design, build, and maintain intelligent automation solutions in the Microsoft Azure ecosystem.
The primary focus of this role is to develop AI-driven workflows that analyze Halo Service Desk tickets and automatically generate technical runbooks, remediation steps, operational procedures, and workflow automations.
This role combines expertise in Azure cloud services, AI/ML, scripting, ITSM integrations, and automation engineering to improve service desk efficiency, reduce manual effort, accelerate issue resolution, and standardize operational knowledge.
Key Responsibilities
AI Solution Development
- Design and develop AI-powered solutions that ingest Halo Service Desk tickets and generate structured runbooks.
- Build NLP/LLM-based models to classify incidents, summarize issues, identify root causes, and recommend remediation actions.
- Implement Retrieval-Augmented Generation (RAG) solutions using historical tickets, KB articles, SOPs, and technical documentation.
- Fine-tune prompts and workflows to improve runbook quality, consistency, and accuracy.
- Develop intelligent copilots or chat assistants for support teams.
Azure Automation Engineering
Build automation solutions using Azure-native services such as:
- Azure Functions
- Logic Apps
- Azure Automation
- Azure App Services
- Azure Kubernetes Service (AKS)
- Azure API Management
- Azure Event Grid / Service Bus
- Create automated runbooks for incident resolution, user provisioning, patching, monitoring, and common support tasks.
- Develop event-driven workflows triggered by Halo ticket creation, updates, or escalations.
Halo Service Desk Integration
- Integrate Halo Service Desk APIs with Azure services.
- Extract ticket metadata, categories, priorities, comments, attachments, and resolution notes.
- Automate ticket enrichment, triage, assignment, and closure workflows.
- Sync generated runbooks back into Halo knowledge base or ticket records.
Data Engineering & Knowledge Management
- Build pipelines to collect and clean ticket history and operational documentation.
- Maintain vector databases / search indexes for semantic retrieval.
- Improve runbook generation using feedback loops and resolved ticket outcomes.
- Ensure documentation is version-controlled and auditable.
Security, Governance & Compliance
- Implement secure authentication using Azure AD / Entra ID, Managed Identity, Key Vault, RBAC.
- Ensure compliance with organizational security and data governance standards.
- Apply logging, monitoring, and observability using Azure Monitor / Application Insights.
- Protect sensitive ticket data and customer information.
Collaboration & Delivery
- Work with Service Desk teams, Infrastructure teams, DevOps, Security, and Business stakeholders.
- Gather requirements and convert support pain points into automation opportunities.
- Participate in Agile ceremonies, sprint planning, demos, and retrospectives.
- Produce technical documentation, architecture diagrams, and support handover materials.
Required Qualifications
- Bachelor s degree in Computer Science, Engineering, Information Systems, or related field.
- 3+ years of software development experience.
- 2+ years of hands-on experience with Microsoft Azure services.
- Experience building automation workflows and APIs.
- Strong programming skills in one or more:
- Python
- C# / .NET
- PowerShell
- Experience with REST APIs, JSON, OAuth, webhooks, and integrations.
- Understanding of IT Service Management (ITSM) processes: Incident, Request, Change, Problem Management.
- Experience with Git, CI/CD pipelines, and DevOps practices.
Preferred Qualifications:
Experience with Generative AI platforms such as:
- Azure OpenAI Service
- OpenAI APIs
- LangChain / Semantic Kernel / AutoGen
- Experience building RAG architectures using:
- Azure AI Search
- Cosmos DB
- SQL Database
- Vector Databases
- Experience integrating with Halo Service Desk or other ITSM tools such as ServiceNow, Jira Service Management, Freshservice, Zendesk.
Knowledge of infrastructure automation:
- Terraform
- Bicep
- ARM Templates
- Familiarity with monitoring tools and IT operations processes.
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