Senior IT Process Analyst – ITSM AI Specialist

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.

Equal Opportunity Statement

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.