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

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

• Experience with Generative AI technologies:
  • 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 ITSM tools such as:
  • Halo Service Desk
  • ServiceNow
  • Jira Service Management
  • Zendesk / Freshservice
• Knowledge of Infrastructure as Code:
  • Terraform
  • Bicep
  • ARM Templates
• Familiarity with monitoring tools and IT operations best practices.

Key Skills

• Generative AI / LLM / NLP
• Azure Cloud Services
• Automation Engineering
• ITSM Integration
• API Development
• DevOps & CI/CD
• Cloud Security & Governance

Nice-to-Have

• Experience in AIOps or intelligent IT operations
• Exposure to enterprise-scale automation environments
• Prior experience working with service desk optimization initiatives