Hybrid Automation Support Engineer

at Napier AI

• Job title: Automation Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: JavaScript, Python, ServiceNow
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• AI Enablement Specialist implementing AI strategies to enhance operational efficiency and customer interactions. Collaborating across teams and ensuring strong AI adoption throughout the organization.

Responsibilities

• 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.