Purple Drive
Desk Automation Engineer / Digital Service Desk Specialist
- Compensation
- Not disclosed
- Location
- New York, NY, USA
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Full description
Desk Automation Engineer / Digital Service Desk Specialist
Job Description:
- 3–7 years in IT Service Management (ITSM), Enterprise Service Desk, or Automation platforms.
- Experience with ServiceNow, BMC Remedy, Cherwell, or similar ITSM tools.
- Hands-on with RPA/automation tools (UiPath, Automation Anywhere, or scripting in Python/PowerShell).
- Understanding of APIs and integrations (REST, SOAP, JSON).
- Exposure to chatbots or NLP systems (Amelia, Watson, Azure Cognitive Services, Dialogflow, etc.) a big plus.
- Strong troubleshooting and cross-department collaboration skills.
Key responsibilities:
- Configure and maintain 1Desk platform across IT, HR, Finance, and Facilities.
- Train and fine-tune Amelia (cognitive agent) for new intents, workflows, and FAQs.
- Build automation workflows and integrations with enterprise systems (ServiceNow, SAP, Workday, Active Directory, etc.).
- Monitor ticket flow, exceptions, and escalations; continuously improve automation coverage.
- Partner with business stakeholders to identify new opportunities for cognitive automation.
- Ensure compliance with enterprise ITSM standards, SLAs, and governance policies.