AI Agent and Automation Specialist

DecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows. 

This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support. 

This position is fully remote. 

Duties & Responsibilities

The AI Agent and Automation Specialist will: 

• Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities. 

• Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms. 

• Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications. 

• Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume. 

• Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers. 

• Maintain and update AI models based on new data, changing system behavior, and user interaction patterns. 

• Monitor model performance, accuracy metrics, error rates, and training data quality. 

• Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation. 

• Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness. 

• Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services. 

• Document automation architectures, training processes, and operational workflows. 

Qualifications

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 5 background investigation. 

Education (Required) 

Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field. 

Experience (Required) 

• Minimum 10 years of experience designing or supporting AI/ML, automation, or software development solutions. 

• Experience building or training AI virtual assistants, chatbots, or intelligent workflow tools. 

• Experience with automation platforms, scripting, and workflow tools. 

• Experience integrating APIs, data sources, and enterprise applications. 

• Experience supporting ITSM or Service Desk operations. 

Technical Knowledge (Required) 

• Strong understanding of AI/ML fundamentals, model training, and conversational agent design. 

• Experience with automation tools such as Power Automate, ServiceNow automation, UiPath, or similar. 

• Knowledge of API development, scripting languages, and integration patterns. 

• Familiarity with knowledge management systems, ITSM workflows, and service automation practices. 

Technical Knowledge (Preferred) 

• Experience with LLM tuning, vector databases, or retrieval augmented generation (RAG). 

• Experience supporting federal or DoD programs. 

• Experience with cloud-native AI or automation services (AWS, Azure, GCP). 

Certifications 

Preferred: 

• CompTIA Security+ 

• AI, ML, or automation-related certifications 

• ITIL v4 Foundation 

Skills 

• Strong problem solving and analytical abilities for building effective automation logic. 

• Ability to translate Service Desk needs into AI/automation requirements. 

• Excellent communication skills for working with Service Desk, engineering, and cybersecurity teams. 

• Strong documentation and process-mapping abilities. 

• Ability to manage multiple automation initiatives in a dynamic environment.