Analyst, Applications Support III
The Judge Group
IT, Customer Service
Remote
Title: Analyst, Applications Support III
Duration: 18 Month+
Location: 100% remote
*possibility for extensions
Job Description
Lead, AI & Automation Catalyst – Application Operations
Role Summary
The AI & Automation Catalyst is a high-impact, hands-on role dedicated to transforming the Application Support team from a manual triage shop into an automated, AI-first organization.
This is a senior implementation role focused on identifying manual friction, building AI agents, and implementing self-healing workflows.
Beyond technical delivery, the Catalyst is a change agent responsible for mentoring the team, demystifying AI, and shifting the collective mindset from "manual-first" to "automation-permanent."
Core Mission
Eliminate manual toil through the rapid creation of AI agents and automated scripts.
Identify & Implement "digital coworkers" to handle log parsing, data validation, and initial triage.
Shift the team mindset toward AI adoption and proactive automation.
Upskill the organization by proving the value of automation through tangible, daily wins.
Reduce operational drag by replacing repetitive human intervention with autonomous logic.
Key Responsibilities
Hands-on Automation & Agent Implementation
Serve as the primary builder of localized AI agents and automation scripts to handle common support tasks.
Identify high-frequency "manual drags" within the team and build automated solutions to eliminate them.
Develop and deploy "self-healing" patterns that trigger fixes based on known failure signatures.
Team Mentorship & Cultural Transformation Act as the AI Mentor for the Application Support team, conducting hands-on sessions to show analysts how to leverage AI in their daily work.
Partner with senior analysts to re-engineer manual troubleshooting runbooks into automated workflows.
Change the team’s perception of AI from a "black box" to a highly capable personal assistant.
Advanced Triage
Automation Build agents that can independently query databases and parse logs from ServiceNow, or Dynatrace to provide a verified RCA for the team.
Hook existing monitoring tools into AI-driven workflows to provide analysts with "instant context" for every incoming incident.
Ensure that automation doesn't just "alert" but actively gathers the data required for a human to make a final decision.
Operational Metrics & Scalability Identify recurring failure patterns and systemic gaps that can be solved via code rather than more headcount.
Quantify the impact of automation by tracking "Manual Hours Gained" and improvements in MTTR.
Define a repeatable automation playbook that can be shared across the broader I&O organization.
Required Qualifications
10+ years of deep Operational experience,..
Hands-on AI Proficiency: Demonstrated ability to implement Generative AI, Vector Search, and AI Agents (Oracle or Google Cloud context preferred).
Technical "Swiss Army Knife": Must be highly functional in SQL, Python, and Scripting; able to "dig into" issues and build the solution immediately.
Change Management Skills: Proven ability to operate as a "self-starter" and influence team culture without formal authority.
Excellent ability to translate complex AI concepts into practical, everyday support tools.
Role Characteristics
Individual Contributor (focused on building, not managing people)
Technical Change Agent / Mentor
High Autonomy, High Implementation Velocity
Pattern-Builder and Problem-Eliminator
Measures of Success
A measurable percentage of manual support tasks transitioned to AI-assisted or Automated.
Observable shift in the team’s independent usage of automation tools.
Faster resolution of cross-system incidents due to automated data gathering.
Creation of a "Library of Agents" that perform repetitive triage tasks.