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Senior AI Automation & Service Engineer
<h1>Introduction to Role & Team</h1><p style="min-height:1.5em">As a Senior Engineer, you will independently lead automation initiatives across the employee experience lifecycle while also serving as a hands-on technical resource for day-to-day service delivery and desktop support. You’ll optimize workflows, implement AI-powered integrations, manage core service tooling, provide general office support, including conference room AV equipment, and drive tangible service improvements in support of the zero-ops vision.</p><p style="min-height:1.5em"><br />In this role you'll:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Solves complex service problems using automation and AI-driven techniques.</p></li><li><p style="min-height:1.5em">Takes initiative in identifying automation opportunities.</p></li><li><p style="min-height:1.5em">Begins to influence team direction and standards.</p></li></ul><p style="min-height:1.5em"></p><h1>What You’ll Do</h1><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Administer and configure Jira Service Management, including workflows, queues, automation rules, permission schemes, and reporting dashboards</p></li><li><p style="min-height:1.5em">Maintain desktop engineering standards, including OS imaging, application packaging, patch management, and endpoint lifecycle management</p></li><li><p style="min-height:1.5em">Provide Service Desk support as needed, including responding to tickets, triaging incoming requests, and handling first-line troubleshooting for hardware, software, and account access issues</p></li><li><p style="min-height:1.5em">Integrate AI agents into service experiences (e.g. employee chatbots, self-service tools)</p></li><li><p style="min-height:1.5em">Partner with support and platform teams to identify and automate common issues</p></li><li><p style="min-height:1.5em">Analyze service data to prioritize automation impact</p></li><li><p style="min-height:1.5em">Mentor junior engineers and set standards for automation best practices</p></li><li><p style="min-height:1.5em"><strong>Participate in day-to-day IT operations as needed</strong>, including monitoring and actioning items in the ticket queue</p></li><li><p style="min-height:1.5em"><strong>Perform hands-on physical tasks</strong> (e.g., workstation setup, AV troubleshooting, hardware swaps, network equipment adjustments) as required to ensure seamless employee support</p></li></ul><p style="min-height:1.5em">This role is based in London, and we ask that you’re within a commutable distance to this office, so that you’re able to come onsite regularly to collaborate across engineering teams, Monday - Wednesday. We have a hybrid work style and ask that all Engineers be onsite Monday - Wednesday during core hours (9:00am - 3:00pm*).</p><p style="min-height:1.5em"></p><h1>About You</h1><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Must have Skills & Experience:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">6+ years of experience in Engineering and Workplace technology</p></li><li><p style="min-height:1.5em">Experience with administration of Jira</p></li><li><p style="min-height:1.5em">Experienc