Senior IT Process Analyst – ITSM AI Specialist

ABOUT US 

Ensono is a hybrid IT services provider that sees a world in transformation. We
understand the world of business has become more complex, layered, and
interdependent because we’re enabling the IT infrastructure for that
transformation. Our clients are some of the most innovative and forward-thinking
companies in the world and we help keep their businesses thriving. With nearly
50 years of experience, we optimize and modernize IT infrastructure by
amplifying the power of mainframes and mid-range servers with the agility of
cloud. Check us out at www.ensono.com.
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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.

Qualifications & Skills

Required

* 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.

Preferred

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

Ensono is an equal opportunity employer and is committed to building a diverse
and inclusive workplace. All qualified applicants will receive consideration for
employment without regard to race, color, religion, gender, sexual orientation,
gender identity, national origin, disability, or veteran status.