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Desk Automation Engineer / Digital Service Desk Specialist
Desk Automation Engineer / Digital Service Desk SpecialistPurple Drive • New York, NY, United States
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Desk Automation Engineer / Digital Service Desk Specialist

Desk Automation Engineer / Digital Service Desk Specialist

Purple Drive • New York, NY, United States
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_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.
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