Support Automation Engineer
Napier AI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Application Deadline : 5 December 2025
Department : Support
Location : Kuala Lumpur
Overview of the role : We are embedding AI at the heart of our operations to scale, improve efficiency, and deliver better experiences for customers and internal teams. To accelerate this journey, we are hiring an AI Enablement Specialist who will take end‑to‑end accountability for curating knowledge, structuring workflows, and enabling teams to get the most from AI agents and automation. This is a cross‑functional role spanning knowledge management, service management, AI configuration, and stakeholder enablement. You will ensure our AI foundation is strong, adoption is high, and outcomes are measurable. The ideal candidate combines experience in service management (ITIL, Jira Service Management or similar) with an AI‑first mindset—someone who has configured AI agents, understands what makes them effective, and can help teams trust and adopt them.
What you’ll be doing : Automation Support Engineer
- Knowledge & Content Management
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.AI Adoption & Stakeholder EnablementPartner 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.Service Management & Workflow OptimisationApply 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.AI Agent Performance & Continuous ImprovementConfigure 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.Do you have what it takes
Must-Have
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.Nice-to-Have
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.Success in this Role Looks Like
AI knowledge base structured, trusted, and actively maintained.Stakeholders across functions adopt AI in their workflows.AI agents consistently improve in accuracy and coverage through feedback loops.Clear adoption metrics and success stories are shared with leadership.Processes are more automated, reducing manual workload and improving SLAs.Why Napier
Comprehensive private healthcare.18 days of annual leave, increasing with tenure + bank holidays + your birthday and an additional wellness day.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.Please note applicants must have the right to work in Malaysia. We are unable to offer sponsorship or take over sponsorship of employment visas at this time.
#J-18808-Ljbffr
