Advanced IT Operations Manager

ITSM & AI Specialist Role

The role involves leveraging IT Service Management (ITSM) and Artificial Intelligence (AI) to drive process optimization and enhance customer experience.

Responsibilities :

Act as a subject matter expert in ITSM operations and AI-driven process optimization.

Manage and configure ServiceNow platforms to meet client needs, focusing on AI features.

Lead the implementation of Predictive Intelligence, improving ticket classification, prioritization, and routing.

Design and maintain Virtual Agent flows and NLU models to support self-service capabilities.

Contribute to the continuous improvement of ITSM processes with automation and intelligent workflows.

Ensure proper training and knowledge transfer to stakeholders regarding new AI / automation functionalities.

Collaborate with multidisciplinary teams (DevOps, Cloud, Workplace) to ensure end-to-end service quality.

Participate in data quality reviews and refine models based on performance metrics.

Required Skills and Qualifications :

Between 5-8 years of experience in ITSM roles, preferably in international teams.

Deep knowledge of ITSM processes and tools, including incident, change, problem, asset, and configuration management.

Proven experience working with ServiceNow, including configuration and administration.

Practical experience with AI modules in ServiceNow, such as Predictive Intelligence, Virtual Agent Studio & Natural Language Understanding (NLU), and AI-powered automation workflows.

Understanding of scripting languages like JavaScript, PowerShell, or similar.

Experience with knowledge base management and intelligent ticket routing.

Familiarity with modern workplace technologies, including O365, Intune, SCCM, and Azure AD.

Fluent English language skills, with verbal and written communication in an international environment.

Benefits :

A dynamic team of talented individuals, offering a world of growth and opportunities.

Rapid career progression with a tailored career path and salary evaluation.

Enhanced skills through our Tech Academy catalog, Udemy E-learning Platform, Languages Sessions, webinars, and workshops.

Personalized training budget and company-paid certifications.

Flexible policies, remote work options, and fantastic social benefits, including transit tickets, restaurant vouchers, kindergarten support, and private health insurance.

The WeCare program, supporting employees in critical situations.

Equal Opportunity Employer :

Amaris Consulting is committed to promoting diversity within the workforce and creating an inclusive working environment. We welcome applications from all qualified candidates, regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

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