Desk Automation Engineer / Digital Service Desk Specialist
Purple DriveNew York, NY, United States3 days ago
Job type
- Full-time
Job descriptionConfigure 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.
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 :
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Service Desk Engineer • New York, NY, United States
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