Subject Matter Expert

About the role

IT Services and Support is seeking an experienced Subject Matter Expert to support IT Service Desk Operations and Transition teams. The expert drives end-to-end intelligent automation in IT service desks, designing RPA bots, multi-agent systems, and MLOps pipelines that handle incident routing, predictive maintenance, and remediation autonomously.

What you'll do

• Be part of a high-performing, inclusive culture that values fresh thinking and collaboration
• Have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together
• Design and prototype Agentic AI workflows (LLM-based agents, optionally combined with RPA) for intelligent ticket classification, routing
• Architect secure integration points between AI agents and enterprise systems -ServiceNow, Active Directory/Windows Server, VMware, Power BI
• Build and maintain RAG-based knowledge retrieval so agent responses are grounded in verified enterprise knowledge bases, reducing hallucination risk

What you need

• 3–6 yrs of experience
• Active Directory
• Windows Server
• VMware
• ServiceNow
• Troubleshooting
• LLMs
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL
• Azure
• RPA
• AWS
• Vulnerability assessment
• PowerShell