Senior AI Application Support Specialist

Application Tech Support Practitioner

Project Role : 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 : Machine Learning (ML)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Designs and delivers production grade AI capabilities for Service Management, embedding Microsoft Copilot, Copilot Agents, and Power BI into core ITSM processes.
Focuses on reducing manual effort, improving decision quality, and enabling proactive, insight driven service operations across incidents, problems, changes, SLAs, KPIs, and knowledge management.
Acts as a hands on senior AI developer, translating real operational problems into scalable, governed AI solutions that augment service leadership.

Key Responsibilities
AI Use Case Design & Delivery
- Identify high impact AI use cases with Service Management and Analytics teams
- Translate ITSM workflows (Incidents, Problems, Changes, SLAs, KPIs, RAGs) into AI and agent logic
- Define where AI should assist, recommend, or act, with clear guardrails
Copilot & Agent Development
- Build Copilot prompts, Copilot Agents, and AI workflows for Service Management
- Develop agents for:
o Incident triage and correlation
o Root cause and trend analysis
o SLA breach prediction and service risk insights
o Knowledge article generation and enrichment
o Executive service summaries and insights
o Design and deliver concrete, production AI agents (e.g., incident triage, SLA breach prediction, change risk assessment, service insights, data quality monitoring) using existing ITSM and Power BI data.
- Ensure outputs are explainable, auditable, and enterprise ready
Power BI, Data & Governance
- Embed AI insights into Power BI dashboards and service cockpits
- Develop semantic models and metrics aligned to official service KPIs
- Integrate AI with ITSM tools and enterprise data platforms
- 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 refine solutions based on operational outcomes

Required Skills & Experience
- Strong experience in Service Management / ITSM environments
- Hands on development with Microsoft Copilot, Copilot Studio, or AI agents
- Advanced Power BI skills (semantic models, enterprise dashboards)
- Strong understanding of incidents, problems, changes, SLAs, KPIs, service risk
- Prompt engineering and agent orchestration experience
- Experience integrating AI with enterprise grade structured data
- Strong Power BI engineering skills, including DAX, semantic modelling, and enterprise data modelling.

Career Level Expectations CL7
- Operates independently as a senior AI engineering authority
- Influences adoption of Copilot and AI agents across Service Management
- Delivers scalable, governed AI solutions (not PoCs)
- Balances innovation with trust, governance, and operational stability

Success Measures
- AI and Copilot solutions embedded into Service Management operations
- Reduced manual service reporting and analysis effort
- Earlier detection of service risks and trends
- Improved quality, consistency, and speed of service insights
- Strong adoption and trust from service leadership

What this role is not:
Not a Service Manager or Operations Lead role
Not a data science or model training role
Not a proof of concept or innovation only role