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Hybrid Automation Support Engineer

at Napier AI
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Posted 2 weeks ago

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About the role

  • Curate and maintain knowledge sources, structuring them for both human and AI consumption.
  • Categorise and maintain content across customer-facing, AI-facing, and internal use cases.
  • Define content quality standards (taxonomy, tagging, governance) to ensure reliability of AI answers.
  • Partner with internal teams to embed AI in their day-to-day workflows.
  • Run workshops, create enablement materials, and provide hands-on guidance for effective AI use.
  • Act as the key contact for AI adoption, building trust and awareness across the organisation.
  • Apply ITIL and service desk expertise to design workflows that integrate with AI.
  • Support configuration and optimisation of enterprise platforms (e.g., JSM, ServiceNow, Zendesk).
  • Identify repetitive processes that can be automated, reducing manual effort and improving service levels.
  • Configure and fine-tune AI agents (prompts, workflows, integrations) to improve accuracy and usefulness.
  • Establish feedback loops with users to refine AI behaviour.
  • Track adoption, deflection rates, and accuracy metrics-reporting results to leadership regularly.
  • Identify risks and manage governance aspects such as data integrity, bias, and compliance with policies.

Requirements

  • Strong experience with enterprise service management platforms (Jira Service Management, ServiceNow, or similar).
  • Knowledge of ITIL principles and applying them in real-world environments.
  • Experience configuring or working with AI agents (professional or personal projects).
  • Proven ability to design and manage structured knowledge bases (Confluence, SharePoint, Notion).
  • Excellent stakeholder engagement and communication skills-able to work with engineers, business users, and executives.
  • Analytical mindset with ability to define KPIs and measure adoption and performance of AI solutions.
  • Hands-on scripting/automation skills (Python, JavaScript, Zapier, Power Automate, n8n, Workato).
  • Experience in regulated industries (e.g., financial services, FinCrime, RegTech).
  • Familiarity with AI governance frameworks, compliance, or responsible AI principles.

Benefits

  • Comprehensive private healthcare
  • 18 days of annual leave, increasing with tenure + bank holidays + your birthday and an additional wellness day too.
  • Employee Provident Fund
  • Group Life Assurance
  • Work from anywhere for up to 1 month
  • Flexibility in work schedules and locations, ensuring a work-life balance.
  • This role can be fulfilled either with a hybrid approach or fully in-office – depending on your preference.
  • An open and flexible culture that allows you to work in the best way for you.

Job title

Automation Support Engineer

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

JavaScriptPythonServiceNow

Location requirements

HybridKuala LumpurMalaysia

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