AI-Native Service Desk Specialist

Role Description

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!

The Digital Success team is evolving. We are moving from a traditional help desk model to an AI-native support engine, where intelligent agents handle the routine and human specialists handle the remarkable. In this new model, your job is not just to fix problems — it is to teach the machine how to fix them next time.

If you are excited about working at the intersection of IT operations, AI tooling, and knowledge engineering, this role is your runway.

Key Responsibilities

• AI-Augmented Support Delivery
  • Resolve complex IT support requests using AI-assisted tooling, validating and refining AI-drafted responses before delivery.
  • Use natural language interfaces to trigger backend automations for common requests (access provisioning, password resets, software deployment).
  • Escalate and manage Major Incidents, leveraging AI-generated summaries and impact analysis to accelerate resolution.
  • Own end-to-end resolution for cases requiring deeper investigation or vendor engagement.
• Knowledge Base Authorship (Critical Responsibility)
  • Serve as a primary author and editor of the AI Knowledge Base — the intelligence layer that powers automated resolution.
  • For every novel issue resolved, codify the solution immediately so the AI agent can handle it autonomously next time.
  • Transform the Knowledge Base from a static FAQ library into a dynamic, AI-responsive insight hub.
  • Review and quality-gate AI-generated knowledge articles for accuracy and clarity.
• Digital Portal & Self-Service Experience
  • Champion the new AI-powered Digital Portal, ensuring the self-service resolution flow continuously improves based on user outcomes.
  • Identify failure points where users bypass self-service and feed those insights back into the portal and knowledge improvements.
  • Assist colleagues in maximizing adoption of existing and new technologies during onboarding and beyond.
• Experience & Outcome Measurement (XLA-First)
  • Monitor and act on Digital Employee Experience (DEX) telemetry and AI-driven sentiment analysis — not just ticket closure rates.
  • Champion Experience Level Agreements (XLAs) are the team's definition of success: workforce productivity and user satisfaction over SLA compliance.
  • Proactively identify systemic gaps — recurring issues that signal process or tooling failures — and drive resolution at the root cause.
• AI Workflow & Automation Enhancement
  • Collaborate with the AI engineering team to identify automation opportunities within the support workflow.
  • Validate AI agent decision paths and flag edge cases or incorrect resolutions for model refinement.
  • Participate in the continuous improvement cycle of the AI Agent orchestration framework.

Qualifications

• Excellent written and spoken English — you will be writing knowledge articles read by humans and AI alike.
• Minimum 3 years of experience in a Service Desk or IT Support role in an international environment.
• Strong technical background across end-user hardware and software (macOS and/or Windows).
• Experience with Google Workspace, Atlassian Jira and Confluence, and Zoom administration.
• Genuine curiosity and a bias towards automation — you look for ways to eliminate repetitive work, not just complete it.

Requirements

• Experience with AI-assisted support tooling, copilots, or LLM-powered productivity tools, like Claude, Gemini, UiPath, or OutSystems Mentor.
• ITIL awareness or certification — particularly incident, problem, and knowledge management.
• Service Desk 2nd-line or technical escalation experience.
• Familiarity with IT automation or scripting (Python, PowerShell, or similar).
• Experience with RPA tools or workflow automation platforms.
• Understanding of DEX platforms or employee experience telemetry.

Benefits

• A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it.
• Real growth opportunities through structured programs designed to scale your expertise.
• A global collective of world-class talent, collaborating with industry experts and thought leaders.
• An inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact.