AI Developer – Azure Automation Engineer (Halo Service Desk)\
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.
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