Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : AI Agents & Workflow Integration
Good to have skills : ServiceNow, Generative AI
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
Designs and operationalizes AI driven Service Management capabilities, embedding Microsoft Copilot, Copilot Agents, and analytics into core ITSM and operational workflows.
Focuses on augmenting service leadership by reducing manual effort, improving decision quality, and enabling proactive, insight driven service operations across incidents, problems, changes, SLAs, KPIs, and knowledge management.
Roles & Responsibilities:
- AI Use Case Design & Delivery
- Identify high impact AI use cases with Service Management, Operations, and Integration teams
- Translate ITSM, Operations, and Integration workflows into AI and agent based logic
- Define where AI should assist, recommend, or act, with clear guardrails
- Resource needs to be AI Ready
- Copilot & Agent Engineering
- Build Copilot prompts, Copilot Agents, and AI workflows for service scenarios
- Develop agents for:
- Incident triage, correlation, and escalation
- Root cause and trend analysis
- SLA breach prediction and service risk insights
- Knowledge article generation and enrichment
- Executive service summaries and insights
- Ensure outputs are explainable, auditable, and enterprise ready
- Data, Integration & Governance
- Integrate AI with ITSM platforms, enterprise data, and analytics tools
- Ensure single source of truth and high signal quality
- Implement auditability, traceability, and Responsible AI controls
- Adoption & Enablement
- Embed AI solutions into daily service operations and leadership rhythms
- Create playbooks and enablement material
- Continuously improve solutions based on operational outcomes
Professional & Technical Skills:
- Strong experience in Service Management / ITSM, Operations, and Integrations.
- Hands on experience with Microsoft Copilot, Copilot Studio, or AI agents
- Advanced Power BI skills (semantic models, enterprise dashboards)
- Strong understanding of incidents, problems, changes, SLAs, KPIs, and service risk
- Ability to translate service processes into AI workflows
Additional Information:
- The candidate should have minimum 12 years of experience in AI Agents & Workflow Integration.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
- AI Powered Tech Talent
Bengaluru
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