Building AI‑assisted ITSM platform
TOPdesk appears to be accelerating a product transformation toward an AI‑assisted ITSM and ESM platform, adding AI agents, stronger product research, a modernised Knowledge Base, and enhanced integration and identity infrastructure.
Public signals include a series of hiring announcements for engineering, UX, research and quality roles focused on AI‑driven features, as well as announcements linking the redesigned Knowledge Base Explorer to the AI Answer Assistant and describing OAuth 2.0 and SCIM support for integration modernization.
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TOPdesk posted a job for an Engineering Manager in Delft to lead teams across front‑end, middleware, back‑end, data or platform, mentioning ITSM, ESM, AI agents, AI‑native SDLC and architectural guardrails spanning Delft, Budapest and Kaiserslautern.
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TOPdesk posted a job for a Senior UX Researcher in Budapest responsible for multiple product areas, qualitative and quantitative studies, ResearchOps and the responsible use of AI‑supported research techniques.
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TOPdesk described OAuth 2.0 as a secure foundation and noted that it already enables SCIM user provisioning, indicating investment in integration and identity infrastructure.
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TOPdesk posted a job for a UX Designer for AI‑powered features, rapid prototyping and governance of AI agents, indicating concrete AI experiences in the product.
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TOPdesk posted a job for a Senior Agentic Quality Engineer focused on AI‑assisted test generation, traceable agent‑generated tests and higher maturity in platform quality assurance.
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TOPdesk linked a redesigned Knowledge Base with new AI capabilities for incident work, emphasizing that better‑structured knowledge content yields better AI suggestions.