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

Job Title: AI Developer – Azure Automation Engineer (ITSM / Halo Service Desk)RemotePosition SummaryWe 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 ResponsibilitiesAI & Generative AI DevelopmentDesign and develop AI-powered solutions to analyze and process service desk tickets.Build and implement LLM-based solutions for:Incident classificationIssue summarizationRoot cause identificationAutomated remediation recommendationsDevelop 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 EngineeringDevelop scalable automation workflows using Azure services such as:Azure FunctionsLogic AppsAzure AutomationAzure App ServicesAzure Kubernetes Service (AKS)Azure API ManagementEvent Grid / Service BusBuild event-driven automation triggered by ticket lifecycle events.Develop reusable automation runbooks for:Incident resolutionUser provisioningSystem maintenance and patchingITSM 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 ManagementBuild 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 & MonitoringImplement secure solutions using:Azure AD / Entra IDManaged IdentitiesKey VaultRole-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 & DeliveryCollaborate 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 QualificationsBachelor'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:PythonC# / .NETJavaScript / TypeScriptPowerShellExperience with REST APIs, JSON, OAuth, and webhooks.Experience building automation workflows and integrations.Understanding of ITSM processes:Incident ManagementProblem ManagementChange ManagementFamiliarity with Git, CI/CD pipelines, and DevOps practices.Preferred QualificationsExperience with Generative AI technologies:Azure OpenAI ServiceOpenAI APIsLangChain / Semantic Kernel / AutoGenExperience building RAG architectures using:Azure AI SearchCosmos DB / SQL DatabaseVector databasesExperience integrating ITSM tools such as:Halo Service DeskServiceNowJira Service ManagementZendesk / FreshserviceKnowledge of Infrastructure as Code:TerraformBicepARM TemplatesFamiliarity with monitoring tools and IT operations best practices.Key SkillsGenerative AI / LLM / NLPAzure Cloud ServicesAutomation EngineeringITSM IntegrationAPI DevelopmentDevOps & CI/CDCloud Security & GovernanceNice-to-HaveExperience in AIOps or intelligent IT operationsExposure to enterprise-scale automation environmentsPrior experience working with service desk optimization initiatives