The engineer builds and integrates automation across all support tiers, including AI-driven Tier 0 self-service (ServiceNow Virtual Agent, AI Ops, Active Directory orchestration for password resets and account unlocks), automated ticket workflows and the Customer-Confirmed Ticket Closure process, predictive analytics on service data, and robotic and scripted automation of repetitive technician tasks. Design, develop, test, and deliver intelligent automation on the ITSM platform (e.g., ServiceNow Flow Designer, IntegrationHub, Virtual Agent, AI Ops, Predictive Intelligence) that automates ticket intake, categorization, routing, fulfillment, notifications, and the Customer-Confirmed Ticket Closure workflow, including automatic closure after three business days of no customer response.