Senior Platform Engineer-Digital Automation & AI
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Job Summary
The Digital Automation & AI Engineer is responsible for designing implementing and continuously improving AI-powered support solutions that enhance employee experience while reducing dependency on traditional Service Desk interactions.
This role will serve as the technical owner for the Service Desk chatbot ecosystem ServiceNow integrations automation workflows and intelligent ticket routing capabilities. The individual will work closely with Service Desk operations platform teams and external partners to deliver innovative solutions that increase self-service adoption automate repetitive support activities and accelerate issue resolution.
The successful candidate combines strong technical expertise with a passion for user experience AI-driven support automation and continuous improvement.
AI & Chatbot Engineering
Design develop and maintain AI-powered chatbot solutions supporting Service Desk and employee self-service experiences.
Configure and enhance conversational workflows intents knowledge retrieval and resolution journeys.
Integrate AI solutions with ServiceNow Microsoft technologies Teams Azure services to run & deploy and other enterprise platforms.
Continuously improve chatbot accuracy response quality containment rates and user satisfaction.
ServiceNow Automation & Integration
Design and implement ServiceNow automations that reduce manual effort and improve resolution speed.
Develop integrations between ServiceNow chatbot platforms Nexthink Microsoft services and enterprise applications.
Enhance intelligent ticket routing automated ticket creation and self-healing capabilities using ServiceNow OOB Rest APIs.
Work with platform teams to ensure scalable and secure solutions
Digital Experience & Contact Reduction
Analyze Service Desk contact drivers and identify opportunities for automation and self-service.
Develop automated remediation use cases that eliminate the need for Service Desk intervention.
Drive initiatives supporting the organizations Zero Service Desk strategy.
Monitor adoption automation effectiveness and experience outcomes.
Technical Ownership & Continuous Improvement
Act as the technical subject matter expert for chatbot and automation solutions.
Identify emerging AI technologies and recommend innovative use cases.
Support testing deployment validation and operational readiness activities.
Create technical documentation and knowledge assets for support and maintenance.
Required Qualifications
5 years of experience in IT automation platform engineering ServiceNow or related technical roles.
Hands-on experience with AI-powered chatbot platforms and conversational AI technologies.
Experience designing integrations using APIs and automation frameworks.
Experience with ServiceNow Platform workflows integrations and platform capabilities.
Strong understanding of IT Service Management (ITSM) processes.
Experience using scripting languages such as JavaScript Python or PowerShell.
Strong analytical and problem-solving skills.
Preferred Qualifications
ServiceNow CIS CAD CSA or equivalent certifications.
Experience with GenAI technologies LLMs Azure OpenAI Microsoft Copilot or similar platforms.
Experience with Nexthink Digital Employee Experience (DEX) or endpoint automation platforms.
Knowledge of AI orchestration prompt engineering retrieval-augmented generation (RAG) and knowledge management concepts. Experience implementing self-healing or autonomous support solutions.
Required Experience:
Senior IC
About Company
Cargill, Incorporated is an American privately held global corporation based in Minnetonka, Minnesota, and incorporated in Wilmington, Delaware. Founded in 1865, it is the largest privately held corporation in the United States in terms of revenue.
