Senior AI Automation & Service Engineer

Overview

As a Senior AI Automation & Service Engineer, you will lead automation efforts across the employee experience lifecycle while delivering hands-on IT and desktop support. You will optimize workflows, deploy AI-powered integrations, manage core service tooling, and drive service improvements aligned with a zero-ops vision. You’ll mentor peers, collaborate with platform teams, and troubleshoot cross-system issues in a hybrid London-based environment. This role combines strategic automation with practical service delivery to enhance employee experience.

Pay / Benefits

• Health benefits
• Dental benefits
• Vision benefits
• Retirement savings with company match
• Generous paid time off
• Annual performance bonus

Responsibilities

• Administer and configure Jira Service Management (workflows, queues, automation, permissions, dashboards)
• Maintain desktop engineering standards (OS imaging, packaging, patching, endpoint lifecycle)
• Provide Service Desk support and first-line troubleshooting for hardware, software, and account access
• Integrate AI agents into service experiences (employee chatbots, self-service tools)
• Partner with support and platform teams to automate common issues
• Analyze service data to prioritize automation impact
• Mentor junior engineers and establish automation best practices
• Participate in day-to-day IT operations (ticket monitoring and actioning)
• Perform hands-on physical tasks (workstation setup, AV troubleshooting, hardware/network adjustments)

Key requirements

• 6+ years in Engineering and Workplace technology
• Experience with administration of Jira
• Experience with ThousandEyes or similar tools
• Strong scripting proficiency (Python, Bash)
• Working experience with Slack integrations
• Comfortable with MDM tools (Iru) and endpoint automation (macOS)
• Solid understanding of networking and endpoint security
• Able to independently troubleshoot cross-system issues

• Initiative and self-direction
• Mentoring and influencing team standards
• Cross-functional collaboration
• Jira Service Management administration
• ThousandEyes or equivalent network monitoring
• Python and Bash scripting

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