Automation Lead

Level

Role Overview:

• The Automation Lead will be responsible for designing, implementing, and managing automation solutions across enterprise platforms including Systrack and ServiceNow.
• This role will drive operational efficiency, reduce manual effort, and enhance service delivery through intelligent automation and process optimization.
• The candidate will also oversee automation-related project execution, stakeholder engagement, and continuous improvement initiatives.

Key Responsibilities:

Automation Strategy & Execution

• Define and lead automation roadmap across Systrack and ServiceNow platforms.
• Identify automation opportunities in ITSM, ITOM, ITAM, and workplace services.
• Implement workflows, scripts, and bots to automate repetitive tasks and service requests.
• Integrate Systrack analytics with ServiceNow for proactive incident detection and resolution.

• Platform Expertise

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• Configure and optimize ServiceNow modules including ITSM, ITOM, ITAM, and WSD.
• Leverage Systrack for endpoint monitoring, user behavior analytics, and performance insights.- Develop and maintain automation dashboards and reporting tools.

• Project Leadership

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• Lead automation projects from initiation to delivery, ensuring timelines, quality, and stakeholder alignment.
• Collaborate with cross-functional teams to gather requirements and deliver automation solutions.
• Manage change control, documentation, and governance for automation initiatives.

• Innovation & Optimization

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• Drive initiatives like Zero Operations, Predictive Intelligence, and AI-readiness assessments.
• Conduct tool maturity assessments and recommend enhancements.- Champion the use of GenAI and industry best practices in automation design.

• Governance & Compliance

• Ensure automation solutions comply with enterprise security, data privacy, and audit requirements.
• Maintain SLA adherence and monitor automation performance metrics.

Required Skill Set:

Technical Skills

• Strong hands-on experience with ServiceNow (ITSM, ITOM, ITAM, WSD).
• Proficiency in Systrack for endpoint analytics and automation triggers.
• Expertise in scripting languages (JavaScript, PowerShell, Python).
• Experience with workflow design, orchestration, and integration (REST/SOAP APIs).
• Familiarity with automation tools like RPA platforms (e.g., UiPath, Automation Anywhere).

Project & Process Skills

• Solid understanding of ITIL processes and service management frameworks.
• Proven experience in leading automation projects and managing cross-functional teams.
• Ability to perform impact assessments, risk analysis, and change management.

Soft Skills

• Excellent communication and stakeholder management.
• Analytical mindset with problem-solving capabilities.
• Ability to work in a fast-paced, dynamic environment with minimal supervision.

Certifications (Preferred)

• ServiceNow Certified System Administrator Implementation Specialist.
• ITIL Foundation or higher.
• Systrack training or certification (if available).
• RPA platform certifications.
• Would you like this formatted into a downloadable job description document or tailored for a specific hiring level (e.g., senior, mid-level)

Tools and Technologies