Senior IT Process Analyst - ITSM AI Specialist

Job Summary

The Senior IT Process Analyst is responsible for designing, implementing, and operationalizing advanced AI-driven solutions to improve IT Service Management (ITSM) processes and tool efficiency. This role serves as a technical AI authority and evangelist, applying Machine Learning, Natural Language Processing (NLP), Generative AI, and predictive analytics to enhance decision-making, automation, and operational outcomes within ITSM practices.

The position focuses on translating complex operational data into explainable, scalable, and production-ready AI solutions, integrating these capabilities into enterprise ITSM tools through API-based architectures. The role supports continual process improvement by embedding AI insights into daily ITSM operations, governance forums, and performance management practices.

Duties and Responsibilities

• Design and implement AI and ML solutions to optimize ITSM processes and operational decision-making.
• Apply machine learning techniques (classification, clustering, anomaly detection) to ITSM data.
• Develop NLP models for analysis and automation of ticket, change, and knowledge data.
• Integrate Generative AI / LLM capabilities for summarization, recommendations, and content generation.
• Perform feature engineering and data preprocessing on noisy and incomplete ITSM datasets.
• Build predictive models for risk assessment, failure prediction, and trend analysis.
• Implement rules-based and AI hybrid decision models with confidence scoring.
• Monitor, evaluate, and continuously improve AI model performance in production.
• Integrate AI solutions into ITSM platforms using API-based architecture.
• Apply Explainable AI techniques to support transparency and operational trust.
• Act as an AI subject matter expert, supporting adoption, documentation, and knowledge transfer.

• Bachelor's Degree with 6-10 years of experience in AI, Machine Learning, Data Science, or related technical fields.
• Hands‑on expertise in Machine Learning, Natural Language Processing, and Generative AI / Large Language Models.
• Strong experience in feature engineering, predictive modeling, and data quality management.
• Proficiency in Python and SQL for analytics, model development, and ITSM data analysis.
• Experience with JSON, YAML, and JavaScript / TypeScript for API integration and service orchestration.
• Proven ability to integrate AI solutions into enterprise platforms using RESTful, API‑based architectures.
• Experience in AI model evaluation, monitoring, and continuous improvement.
• Knowledge of Explainable AI (XAI) for transparent operational decision support.

• Experience with ServiceNow or ITSM platforms.
• Familiarity with MLOps and AI governance.
• Knowledge of ITIL-based ITSM processes.