Automation Specialist

Key Responsibilities:

• Automation Strategy & Execution

  • Identify and evaluate automation opportunities across incident management and service request fulfillment processes.
  • Design, develop, and deploy automation workflows using Power Automate, Automation Anywhere, and ServiceNow.
  • Collaborate with ITSM, Infrastructure, and Application teams to integrate automation into existing systems.

• Incident Reduction

  • Analyze incident trends and root causes to propose automation-based preventive solutions.
  • Implement self-healing scripts and automated remediation for recurring issues.

• Service Request Fulfillment

  • Automate high-volume, repetitive service requests to improve efficiency and reduce turnaround time.
  • Ensure seamless integration of automated workflows with ServiceNow request catalogue and fulfilment processes.

• Governance & Compliance

  • Maintain documentation for all automation solutions including design, implementation, and change management.
  • Ensure automation solutions comply with organizational security and compliance standards.

• Monitoring & Optimization

  • Monitor performance of automation workflows and continuously optimize for reliability and scalability.
  • Provide regular reporting on automation impact, including metrics on incident reduction and request fulfilment efficiency.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in IT operations with at least 3 years in automation roles.
• Proficiency in:

  • Power Automate

    (Cloud and Desktop flows)

  • Automation Anywhere

    (A360 platform)

  • ServiceNow

    (Flow Designer, Orchestration, IntegrationHub)
• Strong understanding of Windows environments, Active Directory, SCCM, and endpoint management.
• Experience with scripting languages (PowerShell, Python) is a plus.
• Excellent problem-solving, communication, and stakeholder management skills.

Preferred Qualifications:

• Certifications in Automation Anywhere, Power Platform, or ServiceNow.
• Experience working in large-scale enterprise environments.
• Familiarity with ITIL processes and service management best practices.
• Certifications in ITIL, PMP, or automation platforms.
• Experience with Agile methodologies.
• Strong analytical and problem-solving skills.
• Change management and stakeholder engagement experience.