AI Professional

Professionals are seeking an AI Professional who uses artificial intelligence to improve work and solve business problems. We are looking for a hands-on Consultant to support the transformation of a Global IT Service Desk through practical, scalable, and measurable AI solutions. Your priority is to build and deliver AI and automation solutions that create measurable business value.

About the role

This role will primarily focus on delivering AI-enabled capabilities that improve users experience, increase self-service adoption, reduce manual efforts, and support faster resolution of IT requests and incidents. The ideal candidate will have strong experience designing and developing AI-driven solutions, with exposure to platforms such as ServiceNow, Power Automate, conversational AI, workflow automation, and data-driven service improvement.

Key Responsibilities

Strategy & Assessment

• Assess current Service Desk processes, workflows, and ticket volumes (incidents, requests, self-service).
• Identify high-impact automation and AI use cases aligned to business outcomes (cost reduction, AHT, deflection, CSAT).
• Support AI & automation roadmap, including quick wins and mid/long-term opportunities.

Solution Design & Implementation

• Design and implement AI solutions using ServiceNow (Flow Designer, Virtual Agent, Integration Hub) and automations using Power Automate.
• Build and optimize chatbot/conversational AI capabilities to drive self-service and reduce contact volume.
• Develop automations for common Service Desk tasks (e.g., password resets, access provisioning, incident routing, knowledge surfacing).

Process Optimization

• Standardization and streamline workflows across global Service Desk operations.
• Introduce intelligent routing, triage, and knowledge recommendations leveraging AI.
• Partner with IT teams (Infrastructure, Security, Workplace, Apps) to embed automation into end-to-end processes.

Required Experience

• 5+ years in ITSM, Service Desk, IT Operations optimization and AI.
• Proven experience implementing automation within ServiceNow (or comparable ITSM platforms).
• Hands-on experience with conversational AI / chatbot tools (e.g. ServiceNow Virtual Agent).
• Demonstrated success delivering measurable efficiency gains (cost reduction, ticket. deflection, AHT improvement).

Technical Skills

• ServiceNow (Flow Designer, Virtual Agent, scripting preferred).
• API integrations and workflow automation.
• Data analysis and reporting (Power BI, ServiceNow Performance Analytics, or similar).
• Understanding of AI/ML use cases in IT operations.

Start date: September 2026

Location: Jutland or Zealand

Duration: 12 months

Allocation: Full time

Apply via “Easy Apply” and we will get back to you.