AI engineer

Company Description

As TOPdesk's first Enterprise AI Engineer, you will own the technical layer of AI adoption across the organisation. Sitting within IT Operations and the wider Global IT, and contributing to the general AI strategy, you will build, integrate, and govern the tools that make AI work in practice; from automating IT Ops workflows to developing cross-functional AI use-cases that are safe, compliant, and genuinely useful. You are a builder who understands enterprise IT and knows how to translate AI capability into operational value.

Job Description

What you will own

AI Tooling Integration & Management: Own the technical management of TOPdesk's internal AI platforms. Build and maintain API integrations, MCP servers, connectors, and workflow automations that extend these tools into TOPdesk's operational stack (TOPdesk ITSM, Jira, Microsoft 365, Azure, and more).

IT Operations Automation: Apply AI to IT Ops' own workflows; incident triage, ticket routing, reporting, asset queries, SML/onboarding automation, and scripting assistance. Reduce manual steps and free team capacity for higher-value work. Contribute to the scripts repository and establish AI-assisted scripting as a team-wide practice.

AI Use-Case Development (Cross-functional): Partner with other domains to identify, prototype, and deliver AI use-cases across departments. Run hackathons, discovery workshops, and proof-of-concepts.

AI Governance & Compliance Tooling: Build and maintain the technical infrastructure for AI governance: usage analytics dashboards, policy enforcement tooling, approved-tool registry, and EU AI Act compliance tracking.

AI Adoption Enablement: Act as the technical face of AI enablement at TOPdesk. Run knowledge-sharing sessions, build internal demos, maintain prompt libraries, and support the AI champion network. Help employees practically understand what AI can do for their role.

Platform Security & Responsible Use: Work with other teams to ensure all AI tools meet TOPdesk's security, privacy, and GDPR standards. Evaluate new AI tools before approval, maintain the approved-tools governance process, and help enforce the acceptable use policy.

Qualifications

Essential

· 2–4 years in a technical role involving scripting, automation, or systems integration (Python required; PowerShell a plus)

· Hands-on experience building solutions with LLM/AI APIs (Anthropic Claude, OpenAI, or equivalent)

· Demonstrated ability to build and deploy integrations or automations in a business environment

· Solid understanding of enterprise IT concepts: identity, ITSM, endpoint management, M365 ecosystem

· Practical knowledge of AI governance, responsible use, and EU/GDPR data privacy principles

· Clear communicator: able to explain AI and automation technical decisions to non-technical stakeholders

· Self-directing and delivery-focused; comfortable with ambiguity, works from outcomes not instructions

Strong advantage

· Experience with Model Context Protocol (MCP), agent orchestration, or building AI workflow tools

· Microsoft Azure / Entra ID familiarity

· Experience with Power Automate, Logic Apps, or similar low-code automation platforms

· Knowledge of ITSM platforms (bonus: TOPdesk itself)

· Previous experience in an internal IT or IT Operations function (understands the service model)

· Background in AI adoption enablement, training, or change management

What we do not need

· A PhD or research-track ML background

· Pure software engineering

· Deep specialisation in a single AI framework

Additional Information

What we offer

• Working at one of the best employers in the Netherlands
• A role in an international, fast-growing company
• Free lunch and barista at the office
• 2.5% of your time for volunteer work
• A strong focus on diversity, inclusivity, and sustainability
• And plenty of additional perks