The Role:
We are seeking a highly skilled Support Automation Engineer to join our Support
Systems team. The ideal candidate will have a strong understanding of workflow
automation and experience implementing integrations across enterprise support and
collaboration platforms. This role will focus on the design, delivery, and
documentation of automation solutions, enabling internal teams to take over
ownership and ongoing operations after deployment.
As a contributor to our support modernization efforts, you will play a key role in building
the automation foundations that reduce manual workload, improve incident handling,
and streamline notification and ticketing processes across tools like Jira, Zendesk,
ServiceNow, Power Automate, and Microsoft Teams.

Responsibilities:

Automation Design and Implementation
Design and implement automated workflows for support processes such as issue
intake, triage, escalation, and notification using tools like:
• Power Automate
• Jira Automation
• ServiceNow (Workflows and API triggers)
• Zendesk Triggers and Automations
• Slack and Teams channel notifications
• Outlook/Exchange-based routing and alerts

Integration Development
Build integrations between support platforms to enable automated ticket creation,
event-based alerts, and synchronized status updates. Typical integration points
include:
• Jira, ServiceNow, Zendesk, and Aha!
• Email and messaging channels for notifications
• Microsoft Dataverse or similar systems for data sharing and logic handling

Monitoring and Notification Routing
Establish flows that connect system monitoring platforms to notification systems and
incident creation pipelines. Implement logic to distribute alerts and updates via
multiple channels including:
• Email (Outlook DLs)
• SMS or Web Portal
• Slack and Teams
• Webhook-based channels

Documentation and Operational Handoff
Develop comprehensive documentation to support internal operational teams,
including:
• Workflow definitions and diagrams
• Configuration and implementation notes
• Runbooks and handoff guides
Collaborate with internal teams to ensure smooth transition and maintainability
of automation solutions post-deployment.

Requirements:
• Proven experience implementing automation across platforms such as Jira,
Zendesk, ServiceNow, Power Automate, Slack, Teams, and Outlook
• Strong understanding of support ticket workflows, L1/L2 escalation processes,
and routing logic
• Experience developing system integrations using native connectors and APIs
• Proficiency in building forms, triggers, and conditional logic to automate intake
and notification flows
• Strong documentation skills with a focus on maintainability and knowledge
transfer
• Ability to work independently while collaborating across cross-functional teams
Nice-to-haves
• Experience with automation across observability and monitoring systems
• Familiarity with Business Map (Kanbanize), Aha!, and c365 Dataverse
• Experience with notification subscription models and multi-channel distribution
logic

 C - LSK - 09042025

Wakapi Web