2 hours ago
Tokyo, JapanSenior
Base Salary
$108k - $184k/yr
Responsibilities
- Design, build, and deploy Tier Zero self-service tools, virtual agents, AI-powered chatbots, and automated troubleshooting capabilities.
- Implement intelligent incident and service-request routing based on issue type, user context, and historical patterns.
- Deploy and maintain AI-powered predictive-maintenance tools for proactive hardware and software issue detection.
- Design and maintain Tier Zero knowledge repositories with automated content refresh, analytics-driven gap identification, and ITSM integration.
- Build low-code and pro-code automation workflows using Power Automate and similar platforms.
- Integrate virtual agents and automation tools with ITSM platforms and escalation workflows.
- Track Tier Zero performance metrics, including deflection, chatbot resolution success, and end-user satisfaction.
- Coordinate with service desk and cloud/platform engineering teams on operational priorities and platform governance.
- Ensure tools meet Section 508 and WCAG accessibility standards.
- Document automation architectures, configuration baselines, and runbooks.
Requirements
- Bachelor’s degree or equivalent.
- At least 5 years of experience in AI engineering, automation engineering, or a related IT engineering discipline.
- At least 3 years of hands-on experience designing and deploying virtual agents or conversational AI tools in production.
- At least 2 years of experience with low-code and workflow automation platforms such as Power Automate or ServiceNow Flow Designer.
- At least 2 years of experience supporting federal IT programs in HHS, NIH, FDA, or other health-focused agencies.
- U.S. citizenship is required due to federal contract requirements.
- Ability to obtain and maintain a Public Trust background investigation.
- Must reside in the United States, be authorized to work in the United States, and perform the work in the United States.
- Preferred experience integrating virtual agents with ITSM platforms such as ServiceNow or Jira Service Management.
- Preferred familiarity with ITIL service management practices, analytics and ticket trend analysis, Section 508 and WCAG requirements, and relevant AI, automation, Power Platform, or cloud certifications.
Benefits
- Remote-friendly position with occasional onsite requirements in the Washington, DC Metro area.
- Work must be performed in the United States, and ICF blocks access from foreign locations and prohibits personal VPN connections.
- Reasonable accommodations are available for disability and religious purposes.
- Equal opportunity employer with confidential accommodation support.
Tech Stack
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