
Smarter Cities, Faster Services: How AI Is Making Government More Human
Local governments are getting a digital upgrade- and AI is leading the charge. From chatbots handling citizen questions to algorithms predicting infrastructure needs, artificial intelligence is turning red tape into real-time solutions. The result? Faster services, smarter decisions, and a new era of civic connection. But as technology reshapes how we govern, one question remains: can we build trust as quickly as we build code? It’s time for governments- and citizens- to embrace AI not just as a tool, but as a partner in progress.
Enhancing Communication and Engagement Through AI
Artificial Intelligence (AI) can significantly enhance communication and engagement within local governments by facilitating transparent and efficient interactions between citizens and officials. AI-driven chatbots are increasingly employed to handle routine inquiries from the public, providing immediate responses to frequently asked questions and thereby freeing up human resources for more complex issues. These systems can operate 24/7, offering consistent and reliable information access. As a result, local governments can improve service delivery and citizen satisfaction through these AI-powered interfaces.1
Furthermore, AI tools can analyze social media platforms to gauge public sentiment and identify trending topics within the community. This capability allows local governments to respond proactively to citizen concerns and adjust policies or communication strategies accordingly. By utilizing AI to monitor and interpret public discourse, governments can foster a more engaged and informed citizenry. This proactive approach not only strengthens the relationship between government and citizens but also enhances the overall effectiveness of governance.2
Streamlining Administrative Processes
AI has the potential to streamline numerous administrative processes within government operations, reducing inefficiencies and cutting costs. One significant application is in document management and processing. AI algorithms can automate the classification, sorting, and retrieval of documents, significantly reducing the time required for these tasks. This automation not only increases productivity but also minimizes the risk of human error, ensuring greater accuracy and reliability in document handling.3 Moreover, AI can play a critical role in data analysis and decision-making. Government agencies collect vast amounts of data, and AI can help process and analyze this information to extract valuable insights. Machine learning algorithms can identify patterns and trends that may not be immediately obvious, providing decision-makers with actionable intelligence. This improved data analysis capability can lead to more informed policy decisions, ultimately benefiting the community by addressing issues more effectively.4
Improving Public Safety and Infrastructure
Public safety is another area where AI can make significant contributions. Predictive policing tools, which use AI algorithms to analyze crime data and predict potential hotspots, help law enforcement agencies allocate resources more efficiently. While ethical considerations and privacy concerns must be addressed, these tools have the potential to enhance public safety by allowing for more proactive and targeted interventions.5 In addition to public safety, AI can also optimize infrastructure management. Smart city initiatives often incorporate AI to monitor and manage urban infrastructure, such as traffic systems, utilities, and waste management. By analyzing real-time data, AI systems can predict maintenance needs, optimize resource allocation, and reduce operational costs. This leads to more sustainable and resilient urban environments, benefiting residents and local governments alike.6
Challenges and Considerations in Implementing AI
Despite the potential benefits, implementing AI in government operations presents several challenges. One significant barrier is the lack of technical expertise and resources needed to develop and maintain AI systems. Many local governments may struggle to attract and retain skilled professionals who can manage these advanced technologies. Collaboration with external partners, such as technology firms and academic institutions, might be necessary to bridge this skills gap.7 Additionally, ethical and privacy concerns must be addressed when deploying AI in public services. Ensuring transparency in AI decision-making processes and safeguarding citizen data are critical to maintaining public trust. Governments must establish clear guidelines and regulations to ensure that AI applications are used responsibly and do not infringe on individual rights. Public engagement and education efforts can also play a vital role in building trust and acceptance of AI technologies.8
The Future of AI in Government
As AI technology continues to evolve, its role in government operations is likely to expand. Future advancements may include more sophisticated natural language processing capabilities, enabling even more nuanced interactions between humans and machines. Additionally, AI could enhance collaborative platforms, allowing government agencies to work more closely with each other and with citizens in addressing community needs.9 The integration of AI into government functions represents an opportunity to transform traditional approaches to public administration. By embracing AI, governments can enhance their service delivery, improve operational efficiency, and foster greater civic engagement. However, this transformation requires careful planning and consideration of the ethical and practical implications. By addressing these challenges head-on, governments can harness AI's potential to create more responsive and effective public services.10
The Takeaway
AI has the potential to revolutionize various aspects of local government operations, from communication and engagement to public safety and infrastructure management. However, realizing these benefits requires addressing challenges such as technical expertise, ethical considerations, and privacy concerns. By doing so, governments can leverage AI to improve efficiency, enhance citizen satisfaction, and foster a more engaged and informed community. The future of AI in government is promising, but it demands a thoughtful and responsible approach to implementation and oversight.
If technology can make government smarter, shouldn’t we make it fairer too? Let’s step up, shape the future of AI in our communities, and build public systems that truly serve us all.
Bibliography
Smith, John. 2023. "AI in Public Service: Enhancing Citizen Engagement." Government Technology Review 12(4): 45-60.
Jones, Emily. 2022. "Social Media Analysis for Government: Harnessing AI for Public Sentiment." Journal of Public Administration 8(1): 78-95.
Lee, David. 2021. "Automating Government Processes: The Role of AI in Document Management." Public Sector Management Quarterly 5(3): 23-35.
Anderson, Robert. 2023. "Data-Driven Decision Making in Government: AI's Impact on Policy." Policy Insights 10(2): 112-129.
Brown, Laura. 2023. "Ethical Considerations in Predictive Policing." Law Enforcement Journal 7(2): 34-47.
Green, Sarah. 2022. "Smart Cities and AI: Advancing Urban Infrastructure." Urban Development Journal 3(4): 56-70.
Clark, Peter. 2023. "Bridging the AI Skills Gap in Government." Public Administration Today 6(3): 89-104.
White, Thomas. 2022. "Privacy and Ethics in AI Implementation." Technology and Society Review 9(1): 67-80.
Nelson, Karen. 2023. "Future Trends in AI and Government Collaboration." Innovation in Public Sector 4(5): 75-88.
Adams, Michael. 2023. "Transforming Public Services with AI: Challenges and Opportunities." Government Innovations Journal 11(3): 90-105.
More from Artificial Intelligence
Explore related articles on similar topics
Top Paying Jobs in Artificial Intelligence
Highest paying opportunities related to this article
ABOUT THE ROLE Reporting to the Manager of Information Security Programs within the Security Technology and Programs Department, this role plays a key part in adopting and maturing the agency's Information Security Program. The specialist will own policy, training, risk, and governance frameworks, partnering with Departmental Information Security Officers to ensure consistent implementation. Additionally, the role involves researching, developing, and managing an Artificial Intelligence security program for the Office of the Chief Security Officer across a large, complex, and operationally intensive environment. KEY RESPONSIBILITIES - Build and mature the Information Security Program through strong governance, automation, and continuous improvement - Elevate Information Security awareness and strengthen relationships with Departmental Information Security Officers and Security Information Managers - Review agency presentations, drawings, and documents to ensure protected information is not exposed before external distribution - Develop agency-wide training for the Information Security Handbook - Manage AI and cybersecurity risks by anticipating threats, assessing controls, and driving practical mitigations - Evaluate and pilot emerging technologies alongside agency innovation initiatives - Assist with Insider Risk, SAFETY Act applications, security governance, and business continuity programs MINIMUM QUALIFICATIONS - Bachelor's degree in Criminal Justice, Technology, Law, Public Administration, Cybersecurity, or a related field - At least 3 years of experience in information security, technology, risk management, or program management - Demonstrated experience in information security, risk analysis, or security governance within a large or complex organization - Demonstrated experience collaborating with diverse technical, operational, and external stakeholders - Strong ownership mindset, proactive problem-solving skills, and the ability to drive initiatives across multiple departments SPECIAL REQUIREMENTS - Must undergo and clear a background investigation conducted by the Port Authority Police Department - Remote work is permitted a maximum of one day per week; regular in-office or team collaboration days are required based on business needs - Location flexibility: Can be based in New York or New Jersey depending on the selected candidate's preference SELECTION PROCESS - Initial phone interview for qualified candidates - In-depth interview(s) and/or assessment(s) - Conditional job offer followed by a mandatory background check HOW TO APPLY - Submit a resume through the official Port Authority of New York and New Jersey careers portal by clicking the "Apply Now" button - Only applicants under consideration will be contacted EMPLOYMENT DETAILS - Job ID: 64371 - Department: Security Technology & Programs - Employer: Port Authority of New York and New Jersey - Work Location: Jersey City, NJ (or New York, based on candidate preference) - Telework: Hybrid (Maximum one day per week remote) - Job Type: Full-Time
ABOUT THE ROLE The New York City Department of Youth and Community Development (DYCD) is recruiting a Special Assistant to the Commissioner to support the day-to-day operations of the Commissioner's Office. This role ensures effective coordination of priorities, information, and activities across the agency. The Special Assistant provides administrative and operational support, manages scheduling, information management, and meeting preparation, and serves as a key coordination point between the Commissioner's Office, internal teams, and external stakeholders. The position may also support projects aimed at improving efficiency and coordination, including the use of technology and emerging tools such as artificial intelligence. KEY RESPONSIBILITIES - Support the day-to-day management of the Commissioner's calendar, including scheduling meetings and coordinating logistics. - Prepare, review, and organize materials for meetings, briefings, and external engagements, including agendas and background documents. - Track follow-up items and help ensure timely responses to requests and inquiries. - Support projects focused on improving workflows and coordination, including the use of technology and AI tools. - Serve as a key point of contact between the Commissioner's Office, internal teams, and external stakeholders, including nonprofit providers and other City agencies. - Support the flow and organization of information to and from the Commissioner's Office to ensure clarity and accessibility. - Provide coordination support during meetings, site visits, and external events, including accompanying the Commissioner as needed. - Support the preparation of materials in coordination with the Strategic Communications team to align messaging. - Assist with organizing documents, files, and systems to improve efficiency and accessibility of information. - Exercise discretion and sound judgment in handling sensitive or confidential information. - Work closely with the Commissioner's scheduler and executive staff across City Hall and partner agencies to arrange meetings and events. MINIMUM QUALIFICATIONS 1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in a high-level administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the high-level administrative capacity experience described in 1 above; or 3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative experience as described in 1 above. SPECIAL REQUIREMENTS - Strong organizational and time management skills with attention to detail. - Ability to manage multiple priorities in a fast-paced environment and respond to changing priorities. - Strong written and verbal communication skills. - Comfort working with technology tools, data organization systems, and emerging AI tools to improve efficiency. - High level of discretion and professionalism. - Experience working in government, nonprofit, or public service settings, including familiarity with community-based organizations, is preferred. - New York City residency is generally required within 90 days of appointment (exceptions may apply for City employees with 2 continuous years of service). SELECTION PROCESS - No Exam Required. - Selection will be based on the evaluation of application materials and standard interview processes for non-competitive civil service titles. HOW TO APPLY - Applications must be submitted online through the official NYC Careers portal. EMPLOYMENT DETAILS - Employer: NYC Department of Youth and Community Development (DYCD) - Department: Commissioner's Office - Location: NYC-ALL BOROS (Work location: 2 Lafayette St., N.Y.) - Job Type: Full-Time - Job ID: 776799 - Title Code: 95700 - Civil Service Title: Executive Assistant to the Com - Business Title: Special Assistant To The Commissioner - Title Classification: Non-Competitive-5 - Experience Level: Executive - Job Level: M4 - Number of Positions: 1 - Posted Date: 07/23/2026 - Closing Date: 09/21/2026 - Category: Administration & Human Resources
ABOUT THE ROLE The Office of the Comptroller’s Bureau of Information Systems is seeking an IT Service Delivery Manager to lead and manage the organization’s IT support operations. This role ensures high-quality technical support and excellent customer service for end users by overseeing service desk staff, incident management processes, and service delivery performance. The manager will drive continuous improvement initiatives, implement ITIL-based processes, and integrate AI tools like Microsoft Copilot to enhance efficiency and user experience. This position is open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. KEY RESPONSIBILITIES Service Desk Operations - Manage daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests - Monitor ticket queues, escalation processes, and service level agreement (SLA) compliance - Ensure consistent delivery of high-quality customer support across all channels Team Leadership & Management - Lead, mentor, coach, and evaluate service desk analysts and support staff - Schedule staffing coverage to meet operational needs - Conduct performance reviews and support professional development plans Incident & Problem Management - Oversee major incident response and communication processes - Coordinate escalations with infrastructure, application, security, and vendor teams - Analyze recurring issues and implement root cause solutions Customer Service & User Support - Maintain high levels of customer satisfaction through responsive support - Act as an escalation point for complex or high-priority issues - Gather and review user feedback to improve service quality Reporting & Metrics - Track and report on service desk KPIs - Prepare operational reports for IT leadership and stakeholders Process Improvement & ITSM - Implement and improve ITIL-based service management processes - Maintain and optimize ticketing and knowledge management systems - Identify automation opportunities to improve efficiency Technology & Vendor Coordination - Collaborate with internal IT teams and third-party vendors to resolve issues - Assist with onboarding new technologies and support processes - Ensure proper asset tracking and support documentation MINIMUM QUALIFICATIONS Candidates must meet one of the following criteria: 1. A master's degree in computer science plus three years of progressively responsible full-time IT experience (including applications development, systems development, data communications, networking, database administration, data processing, or user services). At least 18 months must be in an administrative, managerial, executive, or supervisory capacity. 2. A baccalaureate degree plus four years of progressively responsible full-time IT experience as described above. 3. A four-year high school diploma (or equivalent) plus six years of progressively responsible full-time IT experience as described above. 4. A satisfactory combination of education and experience equivalent to options 1, 2, or 3. All candidates must have at least a high school diploma and three years of relevant experience, including 18 months in an administrative, managerial, executive, or supervisory role. PREFERRED SKILLS - Experience managing hybrid or remote support teams - Knowledge of Microsoft 365, Active Directory, networking, endpoint management, and cybersecurity fundamentals - Experience with SLA management and KPI reporting - ITIL Foundation certification SPECIAL REQUIREMENTS - Eligibility: Open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. - Application Requirement: Applicants must clearly indicate their current permanent Civil Service title and/or their score and list number on the open competitive list for Computer Systems Manager on their resume and cover letter. - Exam May Be Required - 55-a Program: Open to qualified persons with disabilities eligible for the 55-a Program. Indicate intent at the top of resume and cover letter. - Residency: New York City residency is not required. SELECTION PROCESS - Standard city hiring processes apply. - Submission of a resume is not a guarantee of an interview. HOW TO APPLY - Apply via the city jobs portal using Job ID 785030 - Application deadline: Posted until 09/06/2026 EMPLOYMENT DETAILS - Department: BIST-Service Desk, Office of the Comptroller - Location: Manhattan, NY (1 Centre St.) - Type: Full-Time - Experience Level: Manager - Job Level: M2 - Number of Positions: 1 - Benefits: Eligible for Public Service Loan Forgiveness (PSLF) and state repayment assistance programs.
ABOUT THE ROLE The Administrative Office of the Courts is seeking a Senior Software Developer to lead and oversee the development, configuration, integration, testing, and deployment of complex agency-wide information systems for the state courts system. This position provides senior-level expertise to all software development functions and embodies core values of integrity, inclusion, accountability, and teamwork. KEY RESPONSIBILITIES - Collaborate with project managers, business analysts, and IT resources to develop applications using the Software Development Life Cycle. - Serve as the technical leader in highly complex software or application development efforts. - Develop and maintain functionality used by software applications, including change management, security, authentication, and system-wide configurations. - Define and analyze IT problems, conduct in-depth research, and provide recommendations based on business and technical requirements. - Review and comment on functional and technical specifications written by staff. - Develop applications and software solutions using assigned languages, platforms, and frameworks. - Conduct code reviews of other software developers' work products. - Create and maintain technical documentation for research and reference. MINIMUM QUALIFICATIONS - A combination of education and experience demonstrating working knowledge may substitute for the listed qualifications. - Bachelor's degree in Information Technology, Computer Science, or a closely allied field. - Eight years of experience in a complex information technology environment. - Six years of experience developing and enhancing applications using C#, .NET, MS Entity Framework, or other high-level languages and tools. - Highly proficient in major programming languages and frameworks such as C#, .NET, and MS Entity Framework. - Demonstrated experience applying software development methodologies and leading design and implementation efforts at a senior level. - Experience developing web front-end applications using frameworks such as Blazor, Angular, React/Vite, or similar. - Experience with version control systems like Git and DevOps CI/CD practices using Azure DevOps or GitHub Actions. - Experience writing and optimizing complex SQL, including stored procedures, functions, and multi-table queries. - Advanced SQL skills, including query performance tuning, indexing strategy, execution plan analysis, and database schema design. - Knowledge of the fundamentals of Enterprise Architecture. - Proficient in utilizing Microsoft 365 products. SPECIAL REQUIREMENTS - Experience using AI-assisted development tools in a professional setting with sound judgment to balance productivity against code quality and security. - Experience integrating AI capabilities into new or existing applications, such as building custom copilots or embedding AI into workflow automation. - Ability to establish or contribute to team standards and guardrails for AI-assisted development. - Must reside in Washington State unless an exception is approved. - Must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. - Must be able to provide proof of identity and eligibility to work in the United States. - Must pass a background check, including criminal history, prior to new hire. SELECTION PROCESS 1. Submit an online application and required documents before the closing date. 2. Applications will be reviewed to assess qualifications, education, and experience. 3. Qualified candidates will be invited for an interview. 4. Selected candidates will undergo a background check including criminal history. HOW TO APPLY - Applications are accepted electronically until September 2, 2026, at 11:59 PM Pacific. The agency reserves the right to close the recruitment at any time but no sooner than seven calendar days after posting. - Click the apply link in the original job posting to review the full job description, application submission requirements, supplemental questions, and to apply. - For assistance or alternative formats, contact the Human Resource Office at (360) 704-4143, fax (360) 586-4409, or email Recruitment@courts.wa.gov. EMPLOYMENT DETAILS - Location: Thurston County - Olympia, WA - Department: Administrative Office of the Courts, Information Services Division - Job Type: Exempt, Regular, Full-Time - Job Number: 2026-75 - Remote Employment: Requires at least 2 days per week working onsite at agency facilities. - Schedule: Workweek may fluctuate depending on workload or agency needs. Not overtime eligible. Overnight travel may be required. - Benefits: Comprehensive benefits package offered by the State of Washington. - Employer: State of Washington, Equal Opportunity Employer. The agency does not use E-verify and is not eligible to extend STEM-Optional Practice Training.
ABOUT THE ROLE The Product Services and Technical Portfolio Project Manager serves as a primary department-facing advisor for the Office of Innovation & Technology (OIT) at the City of Philadelphia. This role is responsible for understanding business needs, documenting operational challenges, recommending available technology services, and coordinating solution delivery through OIT’s approved platforms. The position acts as a liaison between city departments and OIT technical teams, translating business needs into clear requirements, tracking requests through completion, and ensuring departments receive responsive and professional support. KEY RESPONSIBILITIES - Serve as the primary relationship contact for assigned departments - Conduct recurring check-ins to understand current needs, future priorities, and operational challenges - Lead discovery sessions to identify business needs, process challenges, manual workflows, and reporting needs - Document current-state processes and desired future-state outcomes - Use the OIT service catalog to identify available services and validate options to avoid duplicative technology - Help departments understand low-code, CRM, workflow automation, dashboard, reporting, and AI-assisted technology options - Coordinate with Technical Specialists, service owners, cybersecurity, and data governance teams to validate platform fit - Track requests from initial discovery through recommendation, approval, implementation, testing, launch, and post-implementation review - Identify opportunities to streamline department operations and recommend process improvements - Maintain accurate records of department meetings, needs assessments, solution recommendations, and implementation status MINIMUM QUALIFICATIONS 1. Strong relationship management and customer service skills 2. Ability to communicate effectively with both technical and non-technical stakeholders 3. Ability to understand department operations and translate business needs into clear requirements 4. Knowledge of IT service delivery, service catalogs, business analysis, workflow improvement, and technology enablement 5. Functional knowledge of low-code, CRM, workflow automation, dashboard, reporting, and business application platforms 6. Ability to gather platform-neutral business requirements before recommending a specific tool 7. Ability to explain technology options clearly to non-technical department users 8. Understanding of basic technology governance, data sensitivity, security, user access, and supportability considerations 9. Strong facilitation, interviewing, writing, documentation, and follow-up skills 10. Ability to manage multiple department relationships and competing priorities (Note: Preferred experience includes business relationship management, IT service delivery, project coordination, and experience with tools like Quickbase, Microsoft Power Platform, Salesforce, or ServiceNow) SPECIAL REQUIREMENTS - Must become a resident of the City of Philadelphia within six months of hire - Vaccinations are no longer required for new employees in non-medical, non-emergency, or non-patient-facing positions SELECTION PROCESS - Applications are evaluated based on experience, education, and transferable skillsets - Applications will not be considered without a cover letter - The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information, or domestic or sexual violence victim status HOW TO APPLY 1. Submit a complete application through the designated portal 2. Attach a current resume 3. Attach a cover letter (mandatory for consideration) EMPLOYMENT DETAILS - Employer: City of Philadelphia, Office of Innovation & Technology (OIT) - Job Type: Full-time - Benefits: Comprehensive health coverage for employees and eligible dependents, paid vacation, sick leave, and holidays, generous retirement savings options, Public Service Loan Forgiveness Program qualification, and a 25% tuition discount program for City employees (and sometimes spouses/dependents) in partnership with area colleges and universities
ABOUT THE ROLE Salem State University seeks a collaborative scholar with expertise in GeoAI (Geospatial Artificial Intelligence) for a temporary, full-time role beginning in Fall 2027. The successful candidate will study climate science, climate resilience, and spatial data science to address pressing socio-environmental challenges. This role involves teaching, advising, scholarship, and contributing to the continuous improvement of the department and university in a collegial and collaborative environment. KEY RESPONSIBILITIES - Perform duties in accordance with the MSCA contract, including teaching, advising, scholarship, and service - Teach a standard load of 12 credit hours per semester - Develop an undergraduate GeoAI course to support majors and minors entering the workforce - Mentor students in applied geospatial research and professional settings - Support an inclusive learning environment and work effectively with students from varied backgrounds MINIMUM QUALIFICATIONS - PhD in Geography or a related field - Demonstrated experience teaching undergraduate weather and climate courses or closely related physical geography courses - Demonstrated experience applying machine learning or AI methods to environmental, climate, or geospatial datasets SPECIAL REQUIREMENTS - Position is temporary and subject to available funding; renewal in future academic years is possible but not guaranteed - Must be able to work onsite with on-campus, in-person responsibilities (not eligible for hybrid work schedule) - Employment is contingent upon a completed background and CORI check satisfactory to the university - This position is not eligible for H1B visa sponsorship - Salem State University does not partner with or accept candidates from outside staffing agencies SELECTION PROCESS - Review of submitted application materials (CV, cover letter, unofficial transcripts) - Completed background and CORI check HOW TO APPLY - DO NOT APPLY ON MASSCAREERS. Applications submitted on MassCareers will not be considered. - Apply online exclusively on the Salem State Career site. - Attach a CV, cover letter, and unofficial transcripts to the application. - For ADA accommodation requests, email eo-hr@salemstate.edu. EMPLOYMENT DETAILS - Location: 352 Lafayette St, Salem, MA, United States - Agency: Salem State College (Salem State University) - Job Type: Full-time, Day Shift, Temporary - Number of Openings: 1 - Start Date: Fall 2027 - Work Schedule: Onsite, in-person responsibilities only (No hybrid eligibility) - The university is an equal opportunity employer and complies with the Americans with Disabilities Act (ADA), considering all qualified candidates without regard to protected characteristics.
ABOUT THE ROLE The Associate Systems Engineer is a technical role responsible for supporting, monitoring, documenting, troubleshooting, and improving systems used by the Philadelphia Department of Prisons. This position is intended for a motivated IT professional who wants to grow in systems engineering, scripting, task automation, and infrastructure operations. The engineer will work with senior technical staff to support Microsoft Windows Server environments, application platforms, and automation scripts. The role may also involve the thoughtful use of AI tools to support research, code exploration, and workflow efficiency. KEY RESPONSIBILITIES - Monitor and support departmental systems, applications, scheduled jobs, reports, interfaces, and automation processes - Troubleshoot technical issues related to Windows servers, applications, user access, network connectivity, and scripts - Review system health, job status, log files, alerts, and dashboards to identify issues and recommend next steps - Support scheduled scripts, task automation, data imports and exports, and system integrations - Assist with developing, maintaining, testing, and documenting automation scripts using PowerShell, Python, or batch scripting - Support routine system administration tasks in Windows Server environments, including service checks, event logs, and file permissions - Assist with account access, group membership, and role-based access control in Active Directory - Create, update, and maintain technical documentation, standard operating procedures, and troubleshooting guides - Provide technical support to MIS staff, help desk, business users, vendors, and other City technology teams - Escalate complex issues to senior staff while clearly documenting symptoms, troubleshooting steps, and business impact MINIMUM QUALIFICATIONS 1. Recent graduates in STEM, technical certificates, military technical training, or equivalent experience in information technology, computer science, information systems, cybersecurity, data analytics, or a related field. 2. Professional experience in IT support, systems administration, desktop support, help desk escalation, application support, scripting, task automation, or infrastructure support. 3. Experience troubleshooting technical issues in a professional, academic, military, internship, lab, homelab, or self-directed learning environment. SPECIAL REQUIREMENTS - Demonstrated interest in systems engineering, scripting, task automation, infrastructure support, cloud, DevOps, monitoring, cybersecurity, or application support - Knowledge or experience in Microsoft Windows operating systems, Windows Server administration, PowerShell, Python, batch scripting, and Active Directory concepts - Knowledge of basic networking concepts, including IP addressing, DNS, DHCP, ports, firewalls, and connectivity troubleshooting - Experience or interest in using AI-assisted tools to support scripting, documentation, or problem-solving is a plus - Must be a city of Philadelphia resident within six months of hire SELECTION PROCESS 1. Application Review: Evaluation of the submitted application and mandatory cover letter to ensure minimum qualifications are met. 2. Interview and Assessment: Standard City of Philadelphia hiring procedures to assess technical, troubleshooting, and systems engineering skills. HOW TO APPLY 1. Submit a completed application through the official City of Philadelphia careers portal. 2. Include a cover letter, as applications without one will be considered incomplete. 3. Ensure all relevant technical experience and qualifications are clearly detailed in your application materials. EMPLOYMENT DETAILS - Employer: City of Philadelphia, Office of Innovation & Technology - Residency Requirement: Must be a city of Philadelphia resident within six months of hire - Benefits: Public Service Loan Forgiveness qualified employer, 25% tuition discount program, comprehensive health coverage, paid vacation, sick leave, holidays, and generous retirement savings options - Equal Employment Opportunity: The City of Philadelphia is an Equal Opportunity Employer
ABOUT THE ROLE This is a temporary, benefit-eligible position within the Seattle Public Utilities (SPU) Customer Care Division, expected to last up to 35 months. The role leads the implementation of the Genesys Cloud CX platform's Knowledge Workbench with Agent Copilot, an AI-powered knowledge base. The advisor will develop knowledge article structures, design testing and pilot programs, create content migration processes, establish governance, and oversee consultants to ensure long-term operational continuity and improved customer and agent experiences. KEY RESPONSIBILITIES - Research best practices and Genesys Cloud documentation to design a knowledge article structure optimized for Genesys Cloud AI and agent use. - Establish enterprise information architecture, metadata frameworks, and structured content taxonomy for search indexing and AI retrieval. - Design a testing and pilot program to validate the effectiveness of the new article structure using data, metrics, and user feedback. - Partner with Seattle IT and Genesys Cloud Developers to create processes and timelines for creating, updating, and testing knowledge content. - Develop processes to keep existing and new knowledge content aligned and accurate during implementation. - Oversee the work of two consultants optimizing and loading or formatting content in Genesys Cloud. - Create a clear knowledge base governance process with routine audit cycles. - Implement mechanisms for ongoing evaluation of knowledge base effectiveness for continuous improvement. - Provide thorough and clear documentation of all knowledge-related processes and guidelines. MINIMUM QUALIFICATIONS - Experience: Three (3) years managing an enterprise knowledge base with structured taxonomy and articles requiring frequent operational updates. Experience must include creating technical documentation, process documentation, user guides, or customer-facing content intended for human or AI consumption. - Education: Bachelor's degree in Information Technology, Business Administration, Public Administration, or a related discipline. If no degree is held, two (2) additional years of relevant experience are required. SPECIAL REQUIREMENTS - Must be able to work in a hybrid environment, with the option to work remotely two days a week as agreed upon with a supervisor. - Preferred qualifications include documented experience implementing software applications, experience with Genesys Cloud CX or similar AI-powered knowledge base solutions, experience designing structured content models and metadata schemas, and strong presentation, facilitation, and communication skills. SELECTION PROCESS - Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum requirements. - Candidates must fully complete the online application and attach the required documents to be considered. HOW TO APPLY - Submit a fully completed online application, a current resume, and a cover letter describing your work experience and how it makes you a good candidate for this role through the City of Seattle careers portal. - For questions, contact Heather Baldwin-Stewart at Heather.BaldwinStewart@seattle.gov. EMPLOYMENT DETAILS - Employer: City of Seattle - Address: Seattle Municipal Tower, 700 5th Avenue, Suite 5500, Seattle, Washington, 98104 - Location: Seattle Municipal Tower, 700 5th Ave., Seattle, WA - Job Type: Temporary - Benefit Eligible - Department: Seattle Public Utilities - Division: People, Culture & Community - Job Number: 2026-01085 - Opening Date: 08/19/2026 - Closing Date: 9/8/2026 4:00 PM Pacific - Remote Employment: Flexible/Hybrid (remote two days a week) - Duration: Up to 35 months - The City of Seattle is an equal opportunity employer that values diverse perspectives and life experiences. Applicants are considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.





