Senior Tooling and Automation Engineer
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Job Description
Senior engineer building AI-assisted integrations across RMM, monitoring, backup, and ITSM platforms. Owning Jira Service Management, alerting, tooling standards, and customer rollouts for ITTConnect’s managed-services client.
Responsibilities:
- Design, build, and maintain integrations between platforms using APIs, webhooks, and email
- Write connecting code, skills, and apps with AI-assisted development tools
- Own Jira Service Management configuration, including screens, workflows, custom ticket and request types, automations, and queues
- Identify and reduce noise across the alerting cycle so only actionable alerts reach the team
- Serve as the senior escalation point for tooling failures, broken integrations, misbehaving automation, authored scripts, and false-positive alerts
- Set and enforce standards for tooling integrations and alerting
- Work with platform administrators on changes inside their tools
- Identify tooling gaps and lead build-or-buy decisions from business justification through evaluation and rollout
- Ensure each customer's tooling is fully rolled out and tuned to their environment
- Configure custom OS patching and observability alerting policies agreed with customers
- Explain tooling to customers, including its function, installation, and environmental impact
- Produce service level objective, utilization, and operational reporting for delivery leadership
- Execute work within an ITIL-aligned change management framework
- Document integrations, automations, and configuration for auditability and continuity
Requirements:
- 12+ years of IT experience
- 5+ years focused on tooling, automation, or systems integration in IT environments
- Experience building and owning integrations rather than only using tools
- MUST BE fluent in English
- Experience as the first or only person responsible for a whole tooling stack
- Fluency with AI-assisted coding tools such as Claude, Cursor, or Replit, with working code examples
- Hands-on experience with REST APIs, webhooks, JSON, XML, and common authentication methods
- Scripting and development capability in Python, PowerShell, or JavaScript
- Working knowledge of Git for source control
- Experience administering Jira Service Management or a comparable ITSM platform, including workflows, request types, and automations
- Working knowledge of RMM, network monitoring, and backup tooling
- Experience tuning alerting to reduce noise
- Solid understanding of ITIL and change management
- Strong troubleshooting skills across platforms, integrations, and automation
- Clear, customer-facing communication style
- Associate's or bachelor's degree in information technology or a related field, or equivalent hands-on experience
- Preferred: Direct experience with NinjaOne, Auvik, Bocada Cloud, or Jira Service Management
- Preferred: Experience leading tool evaluations and vendor selection, including proof-of-concept work and business justification
- Preferred: Familiarity with workflow-automation or iPaaS platforms
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