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

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Desk Automation Engineer / Digital Service Desk Specialist

Purple Drive • New York, NY, United States

[job_card.30_days_ago]

[job_preview.job_type]

[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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