Job Summary

Position Summary We are seeking a highly motivated AI & Automation Engineer to modernize and automate End User Services (EUS), Workplace Services, Citrix, Global Account Management (GAM), Service Desk, and Digital Employee Experience platforms. This role will be responsible for delivering intelligent automation, AI-powered support capabilities, self-service solutions, and operational efficiency improvements across workplace technologies. The engineer will leverage Microsoft technologies, Copilot Studio, Power Platform, ServiceNow, Red Hat Ansible, Citrix, Intune, and Entra ID to reduce manual effort, improve service quality, and enhance the employee experience. The position aligns with the vision of a centralized Automation & AI Office, where Service Desk, GAM, and End User Services share a common automation backlog and governance model. Automation, self-service, and Copilot-based solutions are key themes within this operating model. [Automation...Savings 1 | PowerPoint], [Savings 20...6-2027 PA2 | PowerPoint] ________________________________________

Key Responsibilities

Key Responsibilities AI & Automation Engineering • Design, develop, and support enterprise automation solutions within End User Services. • Identify repetitive operational activities and transform them into automated workflows. • Create self-service capabilities that reduce Service Desk tickets. • Build reusable automation frameworks and standards. • Develop AI-powered workflows to improve employee productivity and support operations. • Implement orchestration solutions across Microsoft, Citrix, ServiceNow, and workplace platforms. ________________________________________ Service Desk Automation Design and implement automation for: • Incident management • Request fulfillment • Password resets • Access requests • Software deployment • Device lifecycle management • Auto-remediation workflows • Knowledge management Develop solutions that: • Reduce ticket volumes • Improve first-call resolution • Enable self-service • Improve employee satisfaction AI ticket automation and self-service are identified areas for End User Services optimisation and efficiency improvements. ________________________________________ Microsoft Workplace Automation Automate and optimize: Microsoft 365 • Microsoft Teams • SharePoint Online • Exchange Online • OneDrive • Microsoft Defender Microsoft Endpoint Management • Microsoft Intune • Windows Autopilot • Endpoint security policies • Device compliance • Software deployment Identity & Access • Microsoft Entra ID • Group lifecycle management • Access reviews • Role-based access controls • Identity governance ________________________________________ Copilot & AI Solutions Develop and support: • Microsoft Copilot integrations • Copilot Studio agents • AI-powered employee self-service • Intelligent IT support assistants • Chatbot-based service delivery • Knowledge retrieval and automation agents • AI-assisted operational workflows The target operating model highlights self-service capabilities using Copilot Studio, Power Automate, and conversational AI to reduce manual service desk activities. ________________________________________ Citrix Engineering & Automation Support and automate: • Citrix Virtual Apps • Citrix Virtual Desktops • Application publishing • Workspace management • User profile management • Performance monitoring • Capacity optimization Develop automation for: • Session management • Health checks • Application deployment • Capacity reporting • User onboarding and offboarding Citrix-related optimisation and workplace automation initiatives are referenced as part of the End User Services savings and transformation opportunities. ________________________________________ Red Hat Ansible Automation Develop and maintain: • Ansible playbooks • Automated deployment workflows • Configuration management • Compliance validation • Operating system configuration automation Use Ansible to: • Automate workplace infrastructure tasks • Standardize configurations • Improve operational consistency • Reduce manual administration Runbook automation using technologies such as Ansible and PowerShell forms part of the Automation & AI Office approach. [Savings 20...6-2027 PA2 | PowerPoint], [Automation...nd Savings | PowerPoint] ________________________________________ ServiceNow Automation & Integration Design and develop: • ServiceNow workflows • Request automation • Employee onboarding processes • Auto-assignment and routing • Virtual Agent integrations • CMDB integrations • Workflow orchestration Integrate ServiceNow with: • Microsoft platforms • Identity services • Citrix • Automation platforms • AI agents ________________________________________ Digital Employee Experience Drive improvements across: • Employee self-service • Workplace productivity • Device experience • Software delivery • Remote support • Knowledge management Implement: • Experience analytics • Automation dashboards • Employee journey automation • Service performance reporting

Skill Requirements

Key Technical Skills Microsoft Technologies • Microsoft 365 • Microsoft Teams • SharePoint Online • Exchange Online • OneDrive • Microsoft Defender • Intune • Windows Autopilot • Power Platform • Power Automate • Azure Automation • Entra ID AI Technologies • Microsoft Copilot • Copilot Studio • Azure OpenAI • Power Virtual Agents • AI Agents • Generative AI End User Services • Citrix Virtual Apps & Desktops • Digital Workplace Platforms • Endpoint Management • Device Lifecycle Management • Application Packaging Automation • PowerShell • Python • Red Hat Ansible • REST APIs • Git • YAML • JSON ITSM • ServiceNow • ITIL • CMDB • Change Management • Incident Management • Request Fulfilment

Other Requirements

Required Qualifications Education • Bachelor\'s degree in Computer Science, Information Technology, Engineering, or equivalent experience. Experience • 5+ years working within Workplace, End User Services, Service Desk, or EUC environments. • Experience with Microsoft cloud technologies. • Experience with ServiceNow workflow automation. • Experience with Red Hat Ansible. • Experience with Citrix environments. • Experience automating large-scale operational processes. • Experience developing scripts and workflow integrations. ________________________________________ Preferred Certifications Microsoft • Microsoft 365 Certified: Enterprise Administrator Expert • Microsoft Certified: Azure Administrator • Microsoft Certified: Power Platform Solution Architect ServiceNow • Certified System Administrator (CSA) • Certified Application Developer (CAD) Citrix • Citrix Certified Associate (CCA) • Citrix Certified Professional (CCP) Automation • Red Hat Certified Specialist in Ansible Automation ________________________________________ Success Metrics Within the first 12 months, you will: • Reduce Service Desk ticket volumes through automation. • Deliver AI-powered self-service solutions. • Increase Copilot adoption across End User Services. • Automate workplace provisioning and support processes. • Improve onboarding and offboarding efficiency. • Reduce repetitive manual activities. • Improve user satisfaction scores. • Increase workplace automation coverage. • Deliver measurable operational cost reductions. • Build reusable automation patterns for global deployment.