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AI & Automation Specialist

Talent Complete is looking for a motivated AI & Automation Specialist.

 

Form of cooperation – B2B / Perm

Location – Remote / Poland

Engagement: Full-time

 

The opportunity:

This role will primarily focus on delivering AI-enabled capabilities that improve users experience, increase self-service adoption, reduce manual efforts, and support faster resolution of IT requests and incidents. The ideal candidate will have strong experience designing and developing AI-driven solutions, with exposure to platforms such as ServiceNow, Power Automate, conversational AI, workflow automation, and data-driven service improvement.

Although the role supports Service Desk transformation, the main focus is not traditional service desk operations. The priority is to build and deliver AI and automation solutions that create measurable business value.

 

Main responsibilities: 

  • AI & Automation Strategy – Assess Service Desk operations, identify high-value AI and automation opportunities, and support automation roadmaps aligned with business objectives.
  • AI Solution Development – Design and implement AI-driven solutions using ServiceNow, Power Automate, Virtual Agent, and workflow automation technologies.
  • Conversational AI Implementation – Build and optimize chatbot and self-service capabilities to improve user experience and reduce ticket volumes.
  • Workflow Automation – Develop automations for common IT operations, including access provisioning, incident routing, password resets, and knowledge delivery.
  • Process Optimization – Standardize and streamline IT workflows while introducing intelligent routing, triage, and AI-driven recommendations.
  • Performance Analytics & Reporting – Develop dashboards, monitor KPIs, measure automation impact, and track ROI using reporting and analytics tools.
  • Automation Governance – Establish automation standards, governance processes, prioritization frameworks, and scalable implementation practices.
  • Stakeholder Collaboration & Enablement – Partner with global IT teams, train internal users, and promote AI and automation adoption across the organization.
 
Requirements (must have):
  • ITSM & AI Experience – Minimum 5 years of experience in ITSM, Service Desk optimization, IT operations, and AI-driven process improvement.
  • ServiceNow Automation Expertise – Proven experience implementing automation solutions using ServiceNow Flow Designer, Virtual Agent, or comparable ITSM platforms.
  • Conversational AI Experience – Hands-on experience designing and implementing chatbot and conversational AI solutions.
  • Workflow Automation Skills – Strong knowledge of API integrations, workflow automation, and business process automation technologies.
  • Analytics & Reporting Knowledge – Experience with Power BI, Power Platform, PowerShell, ServiceNow Performance Analytics, or similar reporting tools.
  • AI & Process Improvement Knowledge – Understanding of AI/ML use cases, change management, continuous improvement, and process documentation.
  • Stakeholder Management Skills – Strong ability to collaborate with global IT teams and translate business requirements into scalable technical solutions.
  • Complex Environment Experience – Comfortable working independently in cross-functional, enterprise-scale environments while delivering measurable business outcomes.
 

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