ICS AI Ltd

Artificial Intelligence

• Run the Zendesk platform end to end by reviewing incoming tickets, categorising and prioritising them against an ITIL-aligned model, assigning them to the right resolver and chasing them to closure
• Perform early triage on live AI solutions by checking Azure service health, interrogating voice and language platforms, and reproducing client-reported issues
• Conduct problem management and root cause analysis, spot incident patterns, assign causes and author RCA documents for clients
• Provide client communication and service reporting, including proactive updates, SLA tracking, weekly report packs and service content for monthly and quarterly reviews
• Perform monthly trend analysis across the client portfolio
• Feed structured live-service feedback into the product roadmap
• Design, build, shadow-run and tune no-code AI agents inside Zendesk for triage, classification and first response
• Define guardrails determining what an AI agent is never allowed to handle alone
• Coordinate clients, delivery and engineering teams, and Customer Success

AI Service Analyst

AI Engineer

• Engage directly with client stakeholders to capture and document business process requirements.
• Translate workflows into technical designs, backlog items, and deliverables.
• Assess solution feasibility and viability against business needs, budgets, and technical constraints.
• Provide technical leadership across programmes and projects, coordinating outputs across delivery teams.
• Contribute to hands-on software development in .NET, C#, Azure, React, and related technologies.
• Implement AI features using LLMs, RAG, Agentic AI, and related frameworks.
• Mentor and support developers, ensuring coding standards and best practices are applied consistently.
• Lead backlog refinement, sprint planning, and technical prioritisation activities.
• Oversee code reviews, unit testing, and QA to maintain delivery quality.
• Support cloud-first delivery across Azure, Power Platform, and Microsoft 365.

Lead AI Developer

• Act as the primary point of contact with major clients during project delivery
• Represent the company on Project Steering Groups
• Manage all elements of the PRINCE2 Agile project management lifecycle for AI transformation programmes
• Coordinate technical implementation teams across multiple concurrent workstreams
• Manage project budgets, resourcing, risk management and stakeholder engagement across multiple council departments
• Provide client communications and reporting, including regular Highlight reports and project status updates
• Ensure project quality through test plans, governance reviews and risk management
• Create and maintain Project Initiation Documentation, Project Plans, RAID Logs, and Change Management Trackers
• Deliver risk management, stakeholder management, budget management, benefits realisation, business intelligence and renewal management
• Plan resources to ensure maximum billable resource allocation
• Provide consultancy services and gather solution requirements from stakeholders
• Support PMO continuous improvement initiatives

AI Transformation Lead

• Develop comprehensive change management strategies for AI implementation
• Conduct stakeholder analysis and create stakeholder engagement plans
• Design and deliver communications campaigns that support AI adoption
• Develop training plans and materials for end-users
• Establish and support networks of change champions
• Track benefits, measure adoption and produce reporting
• Conduct business readiness assessments
• Manage resistance and develop mitigation strategies
• Support post-implementation transition to BAU operations
• Collaborate with project delivery teams to align change activity with solution rollout

AI Service Analyst

Lead AI Developer

AI Transformation Lead

AI Adoption Lead