AI-Native Service Desk Specialist

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!

OutSystems is a global leader in agentic development platforms, enabling any organization to innovate through software. We are transforming how software is built — and now we are transforming how we support the people who build it.

The Digital Success team is evolving. We are moving from a traditional help desk model to an AI-native support engine, where intelligent agents handle the routine and human specialists handle the remarkable. In this new model, your job is not just to fix problems — it is to teach the machine how to fix them next time.

If you are excited about working at the intersection of IT operations, AI tooling, and knowledge engineering, this role is your runway.

What AI-Native Means for This Role

You will work alongside AI agents that act as real-time force multipliers. These agents will:

• Instantly summarise ticket histories and surface relevant knowledge before you even type a word.
• Draft context-aware responses for your review to eliminate routine typing.
• Trigger backend automations — password resets, access provisioning, software deployments — via natural language commands.
• Continuously learn from every interaction you resolve and codify.

Your role is to guide, validate, and expand the AI's capabilities. Administrative drudgery disappears; what remains is high-empathy problem-solving and continuous improvement.

Key Responsibilities

AI-Augmented Support Delivery

• Resolve complex IT support requests using AI-assisted tooling, validating and refining AI-drafted responses before delivery.
• Use natural language interfaces to trigger backend automations for common requests (access provisioning, password resets, software deployment).
• Escalate and manage Major Incidents, leveraging AI-generated summaries and impact analysis to accelerate resolution.
• Own end-to-end resolution for cases requiring deeper investigation or vendor engagement.

Knowledge Base Authorship (Critical Responsibility)

• Serve as a primary author and editor of the AI Knowledge Base — the intelligence layer that powers automated resolution.
• For every novel issue resolved, codify the solution immediately so the AI agent can handle it autonomously next time.
• Transform the Knowledge Base from a static FAQ library into a dynamic, AI-responsive insight hub.
• Review and quality-gate AI-generated knowledge articles for accuracy and clarity.

Digital Portal & Self-Service Experience

• Champion the new AI-powered Digital Portal, ensuring the self-service resolution flow continuously improves based on user outcomes.
• Identify failure points where users bypass self-service and feed those insights back into the portal and knowledge improvements.
• Assist colleagues in maximizing adoption of existing and new technologies during onboarding and beyond.

Experience & Outcome Measurement (XLA-First)

• Monitor and act on Digital Employee Experience (DEX) telemetry and AI-driven sentiment analysis — not just ticket closure rates.
• Champion Experience Level Agreements (XLAs) are the team's definition of success: workforce productivity and user satisfaction over SLA compliance.
• Proactively identify systemic gaps — recurring issues that signal process or tooling failures — and drive resolution at the root cause.

AI Workflow & Automation Enhancement

• Collaborate with the AI engineering team to identify automation opportunities within the support workflow.
• Validate AI agent decision paths and flag edge cases or incorrect resolutions for model refinement.
• Participate in the continuous improvement cycle of the AI Agent orchestration framework.

Desired Skills & Experience

Must-Have

• Excellent written and spoken English — you will be writing knowledge articles read by humans and AI alike.
• Minimum 3 years of experience in a Service Desk or IT Support role in an international environment.
• Strong technical background across end-user hardware and software (macOS and/or Windows).
• Experience with Google Workspace, Atlassian Jira and Confluence, and Zoom administration.
• Genuine curiosity and a bias towards automation — you look for ways to eliminate repetitive work, not just complete it.

Strong Plus

• Experience with AI-assisted support tooling, copilots, or LLM-powered productivity tools, like Claude, Gemini, UiPath, or OutSystems Mentor.
• ITIL awareness or certification — particularly incident, problem, and knowledge management.
• Service Desk 2nd-line or technical escalation experience.
• Familiarity with IT automation or scripting (Python, PowerShell, or similar).
• Experience with RPA tools or workflow automation platforms.
• Understanding of DEX platforms or employee experience telemetry.

Nice-to-Have

• Degree in Computer Information Systems, IT, or a related field.
• Experience contributing to or maintaining a technical Knowledge Base.
• Background in prompt engineering or working with AI agent frameworks.

More about OutSystems

OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform.

As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use cases and business challenges. OutSystems bridges the "enterprise gap" by combining the speed of generative AI with a deterministic, enterprise-grade framework. We provide the tools for teams of any size to deliver high-quality, reliable AI solutions that drive real business impact.

We are looking for passionate, talented, and motivated people to join us as we empower organizations to build, deploy, and scale the next generation of enterprise software. While we are leading the charge into the agentic era, our mission is broader: we are the platform enterprise leaders trust to evolve their entire business, accelerating innovation through secure, governed human-AI collaboration. 

OutSystems is a global company, with more than 900k developer community members, 1,700 employees, more than 600 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems now has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and  includes a thriving, worldwide community of remote employees.

Our customers are some of the world's most recognizable brands across diverse industries— such as Toyota, Heineken, Bosch, KeyBank, and UCLA—who trust OutSystems to deliver ROI and transformational impact. 

Consistently recognized as a leader by top analyst firms Gartner, IDC and Forrester, OutSystems continues to shape the future of enterprise software development in the agentic era. We are proud to be named a leader in more than 100 categories on G2, including #1 in Customer Satisfaction in Enterprise Low Code Development, and most recently as a leader in AI Agent Building in the G2 Spring 2026 Reports. 

Working at OutSystems

Our culture is built on our core values of Trust, Customer Success, Innovation, and Alignment. We operate as one global OutSystems team, taking ownership to pursue our vision of being the AI platform enterprise leaders trust to build, secure, and evolve their most critical applications and systems.

What do we have to offer you?

• A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it. Joining OutSystems means stepping onto a high-growth rocket ship that combines the fearless agility of a startup with the sophisticated, global foundation of an enterprise powerhouse.

• Real growth opportunities. We don't just talk about development; we invest in it through structured programs designed to scale your expertise. Whether you are aiming for vertical progression, exploring lateral moves into new domains, or mastering specialized AI skills through our Professional Development Fund and Internal Mobility Program, we provide the resources to get you there.

• A global collective of world-class talent, where you’ll collaborate with enterprise software legends and sought-after thought leaders. At OutSystems, our industry experts aren't just visionaries—they are accessible, approachable mentors who are deeply invested in your growth as we architect the agentic future together.

OutSystems nurtures an inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact. . We believe that driving our next phase of growth requires the radical creativity that only comes from diverse perspectives. We are committed to building a team as global and diverse as the organizations we serve, ensuring every individual can perform to their full potential. As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.