--- title: "Agentic AI Engineer (ITSM & Enterprise Automation)" company: "Convera" company_url: "https://www.remjobs.works/companies/convera" url: "https://www.remjobs.works/job/convera-agentic-ai-engineer-itsm-enterprise-automation-6c1342e0-78ca-4c34-9792-df5cc7f8999d" apply_url: "https://job-boards.eu.greenhouse.io/convera/jobs/4944452101" workplace: onsite location: "Pune" employment_type: unspecified seniority: mid role: ai-machine-learning region: india skills: ["javascript", "python"] date_posted: 2026-08-18T08:08:33.000Z first_seen_by_remjobs: 2026-09-15T19:06:19.679Z --- # Agentic AI Engineer (ITSM & Enterprise Automation) **Convera** · Pune Apply: https://job-boards.eu.greenhouse.io/convera/jobs/4944452101 ## About the role **Agentic AI Engineer (ITSM & Enterprise Automation) ** **Minimum Qualifications:**** ** Looking to build and operate **next generation AI driven IT operations** in a modern enterprise environment? Join us as **AI Ops / IT Automation Engineer** and help transform IT service delivery through **agentic AI**, workflow orchestration, and intelligent automation. Motivated by our values: **Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid**. We are modernizing IT operations to deliver reliable**, scalable, and employeecentric IT service experience**. This role will help design, build, and run **agentic AI workflows** that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security. This pivotal role requires expert understanding and hands-on knowledge of **AI assisted ITSM automation**, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Nexthink, Okta, endpoint management, and ITSM tooling), with working experience across an **agentic AI ITSM studio** (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration). **Responsibilities:** - Serve as an AI Ops / IT Automation Engineer responsible for AI driven IT operations and automation - Experience with Prompt Engineering, including designing, testing, and optimizing prompts for AI agents and workflow execution. - Hands-on experience with Conversational AI, chatbot orchestration, and AI-driven employee self-service solutions. - Experience building Knowledge Ingestion Pipelines for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents. - Experience integrating Microsoft 365 services using Microsoft Graph API. - Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations. - Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns. - Experience troubleshooting API integrations, authentication failures, and automation workflow issues. - Lead technical investigation and architecture for agentic AI use cases that improve efficiencies and end user experience - Build, configure, and maintain AI Agents for IT incidents, service requests, and employee self-service - Design, build, and operate Agentic Workflows including branching logic, retries/timeouts, approvals, and humanintheloop handoffs - Develop and manage Agentic Apps and execution flows for repeatable ITSM and infrastructure automations - Configure and operationalize AI Functions (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns - Implement and maintain integrations using MCP, APIs, webhooks, and eventdriven Triggers to connect ITSM, identity, endpoint, and collaboration systems - Build and curate Knowledge sources used by agents; ensure freshness, relevance, and governance of content - Monitor and improve operational performance using dashboards, agent interaction traces, workflow execution logs, and run analytics - Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction - Partner with information security teams to ensure leastprivilege access, secret management (API keys), auditability, and compliance for AIinitiated actions - Serve as a technical expert for automation platforms, ITSM tooling, and escalation - 3+ years of experience as AI engineer or AI Ops Engineer. - Strong understanding of IT service management processes (Incident, Request, Change, SLAs) - Hands‑on working knowledge of an agentic AI studio, including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration - Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC), IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools - Excellent analytical skills and experience of JavaScript and automation scripting to streamline operations (Python or PowerShell is a plus) - Strong understanding of REST/SOAP APIs, JSON, authentication, and error integration (retries, timeouts, idempotency) - Strong oral and written communications with excellent teamwork and interpersonal skills to deliver support and enablement - Collaborative working style to be able to partner with technology and business stakeholders across the organization and influence technology decisions - A strong track record of executing in a dynamic and fast‑paced environment **Preferred Qualifications:** - Hands‑on experience working on Rezolve.ai, ServiceNow Agentic AI, Moveworks, Aisera, Kore.ai, or similar agentic AI / intelligent ITSM platforms - Hands‑on experience working on Power Platform, Copilot, Power Apps, Dataverse, Power BI - Experience implementing Retrieval-Augmented Generation (RAG) architecture and Vector Databases for enterprise knowledge retrieval. **About Convera** - Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. - Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. - Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. - As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging. **We offer an abundance of competitive perks and benefits including:** - Competitive salary - Opportunity to earn an annual bonus - Great career growth and development opportunities in a global organization - A flexible approach to work. #LI-KP1 --- Source: Convera's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/convera-agentic-ai-engineer-itsm-enterprise-automation-6c1342e0-78ca-4c34-9792-df5cc7f8999d