Desk Automation Engineer / Digital Service Desk Specialist
Purple Drive Technologies
Purple Drive
Desk Automation Engineer / Digital Service Desk Specialist
Share Contractual New York, NY
Overview:
Desk Automation Engineer / Digital Service Desk Specialist Job Description:
37 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.
Purple Drive TechnologiesVacancy posted 3 days ago
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