As part of the IT System & Automation team, you will play a key role in modernising IT service delivery through AI-driven products and automation solutions. This includes leveraging Generative AI (GenAI), automation platforms, and data insights to enhance IT Service Management (ITSM), monitoring, incident management, and operational efficiency.
You will support the lifecycle of AI-enabled IT products, from identifying use cases and defining requirements to testing, implementation support, prompt optimisation, and continuous performance improvement. This role combines product ownership, IT operations understanding, and hands-on involvement to deliver scalable, user-centric, and efficient solutions across teams.
Key Responsibilities
- Own and manage the lifecycle and roadmap of AI-driven IT products, including chatbots, AI agents, automation workflows, and IT operational tools.
- Identify opportunities to improve IT service operations, efficiency, automation, and decision-making through AI, LLM, and automation integration.
- Deeply understand IT operation flows, service management processes, and risk considerations to identify gaps and improvement opportunities.
- Gather and translate business and IT requirements into scalable AI solutions, workflows, and product features.
- Design, test, and refine prompts to improve response accuracy, consistency, relevance, and user experience.
- Support configuration of AI-enabled workflows using low-code platforms and collaborate with developers on system integrations, including ITSM tools, APIs, monitoring platforms, and knowledge bases.
- Conduct structured testing, including scenario-based testing, edge cases, and user acceptance testing, to validate product quality and reliability.
- Define and track product and operational KPIs, such as adoption rate, task completion rate, fallback rate, automation success rate, and user satisfaction.
- Leverage data insights, experimentation, and feedback loops to improve system performance and business outcomes.
- Work closely with IT operations teams, developers, and business stakeholders to deliver, scale, and continuously enhance AI and automation solutions.
- Support rollout, user adoption, documentation, and continuous improvement of AI solutions across regional teams.
Requirements
- Bachelor's degree in computer science, information technology, or a related discipline.
- Min 3 years of experience in technical product, IT product delivery, platform operations, automation, or AI-enabled solution roles.
- Hands-on experience in IT operations, IT service management or related IT consulting environments
- Hands-on understanding of GenAI, LLMs, and AI agents, including prompt engineering, output evaluation, and concepts such as RAG, embeddings, and context management
- Ability to evaluate AI responses for accuracy, relevance, consistency, hallucination risk, and usability in IT service management or operational workflows.
- Exposure to low-code automation platforms (e.g. n8n), APIs, workflow automation, system integrations, or AI orchestration tools.
- Experience leveraging data and observability platforms (e.g., Elastic, Splunk, Grafana) to analyse logs, user interactions, and system performance, supporting optimisation
- Strong analytical mindset with the ability to use data, usage patterns, testing results, and feedback loops to improve product performance and user outcomes.
- Proactive, curious, hands-on, and willing to learn in a fast-evolving AI and automation landscape
