This role sits at the center of how the organization delivers and sustains AI and automation solutions across global business operations. You will own the full lifecycle of automation initiatives, from identifying a business problem through building, deploying, and supporting the solution, while keeping existing services stable and performant. You will work closely with business stakeholders, IT teams, and external vendors to translate operational pain points into practical, scalable automation, and you will support both US and Asia business hours as part of a structured, global support model.
What You'll Do
Support day-to-day operation of AI and automation services, handling incidents, service requests, and change requests through to resolution, with disciplined ticket tracking and documentation aligned to service-level expectations
Act as the coordination point between business users, IT teams, and vendors, tracking service health, usage, and vendor performance
Partner with business stakeholders to identify automation and AI use cases and translate them into practical, scalable technical requirements
Design, build, test, and deploy automation solutions such as RPA, workflow automation, and AI tools, working alongside IT, infrastructure, and security teams
Drive user adoption through training, SOPs, and documentation, and lead continuous improvement of automation services
Core Essentials
3+ years of experience in business consultation, IT systems analysis, or solution design, with a track record of using AI and automation tools to improve business outcomes
Proven ability to independently design, build, and deploy automation or AI-driven solutions in a live business environment, beyond proof-of-concept
Hands-on experience with automation, RPA, or process mining tools such as Power Automate, Automation Anywhere, UiPath, or Celonis
Experience with AI and LLM-based application development, including prompt engineering, AI-assisted workflows, and Retrieval-Augmented Generation concepts
Proficiency in programming and scripting, Java preferred and Python a plus, with experience integrating solutions via APIs and workflow orchestration
Familiarity with event-driven or service-based architecture patterns used in enterprise integrations
Business fluent English (read, write, verbal)
Bonus Skills
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
Experience with industry-specific platforms such as CargoWise, TMS, WMS, or SCM, and related integrations
Familiarity with ITSM/ITIL processes (incident, change, request management) and process improvement methodologies such as Lean Six Sigma or Agile
