AI Agent and Automation Specialist

Role Description

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

• 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

• Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
• Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.
• Minimum 5 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.
• 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.
• 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).
• Preferred certifications: 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.