AUTOMATION ENGINEER (TIER 0 SELF-SERVICE AND RPA)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AUTOMATION ENGINEER (TIER 0 SELF-SERVICE AND RPA) based in United States.

This role focuses on designing and delivering intelligent automation that transforms high-volume IT customer support into a more efficient, low-effort experience. You will build automation across Tier 0 self-service, ITSM workflows, predictive analytics, robotic process automation, and repetitive technician activities.

The position combines software engineering, AI-enabled service management, scripting, and systems integration to reduce manual effort and improve customer outcomes. You will work from a government-prioritized backlog and customer experience roadmap, delivering secure, measurable solutions across a complex federal environment.

Success will be measured through improvements in ticket deflection, First Contact Resolution, cycle time, and Customer Effort Score. This is a fully remote role with limited travel and significant autonomy in technical decision-making.