Senior Support Ops & Enablement Specialist
Core
Identify inefficiencies in support workflows and deliver end-to-end automation and AI-driven improvement projects to make the support team smarter, faster, and more scalable.
Role type
Senior IC operations & automation specialist (AI/LLM focus)
Builds
Intelligent ticket routing, response suggestions, deflection flows, knowledge surfacing, and automated workflows within ServiceNow.
Domain
SaaS customer support operations and emerging technology (AI/LLM)
Deliverable
production ML models | product features
Required skills
Low/no-code automation platforms (n8n, Zapier, Make), API integration and configuration, scheduled jobs/event-driven workflows, data-driven decision making, self-direction, technical documentation
Preferred skills
ServiceNow data model and workflow engine, Python or JavaScript scripting, AI tooling in operational contexts (LLM workflows, AI chatbots), SaaS customer support environment experience
Technologies
ServiceNow, n8n, Zapier, Make, Python, JavaScript, LLMs
Responsibilities
Identify and scope automation/AI projects from discovery to execution; leverage AI tooling for intelligent routing and response suggestions; partner with ServiceNow to implement automations and improve data flows; collaborate with Support, Product, Engineering, and Data teams; define success metrics and track outcomes; maintain documentation of solutions and integration architecture.
Seniority
Senior, hands-on IC
