Job Summary
The Senior IT Process Analyst is responsible for designing, implementing, and operationalizing advanced AI-driven solutions to improve IT Service Management (ITSM) processes and tool efficiency. This role serves as a technical AI authority and evangelist, applying Machine Learning, Natural Language Processing (NLP), Generative AI, and predictive analytics to enhance decision-making, automation, and operational outcomes within ITSM practices.
The position focuses on translating complex operational data into explainable, scalable, and production-ready AI solutions, integrating these capabilities into enterprise ITSM tools through API-based architectures. The role supports continual process improvement by embedding AI insights into daily ITSM operations, governance forums, and performance management practices.
Duties and Responsibilities
- Design and implement AI and ML solutions to optimize ITSM processes and operational decision-making.
- Apply machine learning techniques (classification, clustering, anomaly detection) to ITSM data.
- Develop NLP models for analysis and automation of ticket, change, and knowledge data.
- Integrate Generative AI / LLM capabilities for summarization, recommendations, and content generation.
- Perform feature engineering and data preprocessing on noisy and incomplete ITSM datasets.
- Build predictive models for risk assessment, failure prediction, and trend analysis.
- Implement rules-based and AI hybrid decision models with confidence scoring.
- Monitor, evaluate, and continuously improve AI model performance in production.
- Integrate AI solutions into ITSM platforms using API-based architecture.
- Apply Explainable AI techniques to support transparency and operational trust.
- Act as an AI subject matter expert, supporting adoption, documentation, and knowledge transfer.
Qualifications & Skills
Required
- Bachelor’s Degree with 6–10 years of experience in AI, Machine Learning, Data Science, or related technical fields.
- Hands‑on expertise in Machine Learning, Natural Language Processing, and Generative AI / Large Language Models.
- Strong experience in feature engineering, predictive modeling, and data quality management.
- Proficiency in Python and SQL for analytics, model development, and ITSM data analysis.
- Experience with JSON, YAML, and JavaScript / TypeScript for API integration and service orchestration.
- Proven ability to integrate AI solutions into enterprise platforms using RESTful, API‑based architectures.
- Experience in AI model evaluation, monitoring, and continuous improvement.
- Knowledge of Explainable AI (XAI) for transparent operational decision support.
Preferred
- Experience with ServiceNow or ITSM platforms.
- Familiarity with MLOps and AI governance.
- Knowledge of ITIL-based ITSM processes.
Ensono is an equal opportunity employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
