AI Agent and Automation Specialist at Careers Decisionpointcorp, Remote

AI Agent and Automation Specialist at Careers Decisionpointcorp, remote. Full-time. Apply with swipeandhired.

DecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows.
This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support.
This position is fully remote.

Duties & Responsibilities

The AI Agent and Automation Specialist will:

• Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities.

• Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms.

• Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.

• Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume.

• Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers.

• Maintain and update AI models based on new data, changing system behavior, and user interaction patterns.

• Monitor model performance, accuracy metrics, error rates, and training data quality.

• Collaborate with cybersecurity, engineering, and knowledge management teams to ensure AI automations align with enterprise controls and documentation.

• Support continuous improvement by analyzing ticket trends, usage analytics, and automation effectiveness.

• Develop scripts, connectors, and automation integrations with APIs, IT tools, and cloud services.

• Document automation architectures, training processes, and operational workflows.

Qualifications

Clearance Requirement
Must hold an active Secret clearance, supported by a Tier 5 background investigation.

Education (Required)
Bachelor’s degree in Computer Science, Information Systems, Data Science, Cybersecurity, or a related field.

Experience (Required)

• Minimum 10 years <span data-contrast="auto" style="margin: 0px; padding: