Copilot Specialist (AI & Service Transformation)

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Job Title: Copilot Specialist (AI & Service Transformation)

Location: Leeds/Edinburgh (Hybrid - ~40% office)
Contract: 12 months (extension possible)

Overview

Join a Service Transformation team focused on improving IT support experiences. This role leverages AI tools like Microsoft Copilot to simplify how colleagues raise requests, resolve issues, and access knowledge.

You will design and embed AI copilots and agents into service workflows, delivering measurable improvements in efficiency and user experience.

Key Responsibilities

Improve support journeys using AI, Copilot, and Agents

Identify opportunities where AI and agent-based solutions can enhance how colleagues and service teams interact with IT support processes, including:

• Helping users identify the correct request or incident type more quickly
• Supporting colleagues in describing issues clearly using AI summarisation (screenshots, emails, error messages)
• Enabling service desk teams to summarise ticket history and extract next steps quickly
• Improving knowledge discovery with contextual article summaries and recommendations
• Providing fulfilment teams with clearer ticket context and dependencies
• Designing and deploying AI agents (copilots, virtual assistants) to guide users through support journeys

Analyse existing service processes

Assess current service management workflows to identify opportunities for improvement across:

• Request catalogues
• Incident and fault handling
• Ticket routing and fulfilment
• Knowledge access and support guidance

Identify areas where:

• Users struggle to understand next steps
• Tickets are incorrectly routed or reassigned
• Knowledge content is difficult to locate
• Virtual support tools fail to resolve issues effectively
• Service teams spend time gathering repetitive information

From this analysis, define targeted AI and agent-driven improvements that solve real operational problems.

Design, build, and test AI-enabled solutions and agents

Working closely with product owners, service desk SMEs, and delivery teams, you will:

• Develop AI-driven workflow improvements (prompts, recommendations, automation patterns)
• Design and build AI agents (eg, conversational agents, workflow copilots, task automation agents)
• Prototype and iterate on Copilot and agent solutions using tools such as Microsoft Copilot Studio and Azure OpenAI Service
• Integrate agents into ITSM workflows and platforms (eg, ServiceNow)
• Ensure solutions align with governance, security, and permission models
• Run test-and-learn pilots to validate impact before scaling

Skills & Experience

Essential

• Experience working with IT service management processes (Service Desk, Incident, Request Management, Knowledge)
• Strong process analysis and problem-solving skills
• Hands-on experience or strong interest in using AI tools such as Microsoft Copilot
• Proven experience designing or building AI agents, such as:
• Conversational agents (chatbots, virtual assistants)
• Workflow or task automation agents
• Copilot-style assistants Embedded in business processes
• Ability to translate operational pain points into clear, actionable AI solutions
• Strong stakeholder communication across technical and operational teams
• Experience working in Agile or iterative delivery environments

Desirable

• Experience with ServiceNow
• Familiarity with Microsoft Power Platform
• Exposure to Azure OpenAI Service or similar

Apply now!

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