Expert - Service Automation

Key Responsibilities:

Automation & AI Strategy

• Define and prioritize automation opportunities aligned with business goals and operational efficiency.
• Own the product backlog for automation initiatives and ensure timely delivery of high-impact solutions.
• Collaborate with stakeholders across ITSM, Infrastructure, and Application teams to identify automation use cases.

Incident Reduction & Service Request Fulfillment

• Analyze incident and request data to identify automation candidates.
• Drive implementation of automated workflows using Power Automate, Automation Anywhere, and ServiceNow Flow Designer.
• Ensure automation solutions are scalable, secure, and compliant with enterprise standards.

ServiceNow Virtual Agent Ownership

• Define and manage the roadmap for ServiceNow Virtual Agent capabilities.
• Collaborate with UX, content, and technical teams to design conversational flows that improve user experience.
• Monitor Virtual Agent performance and continuously optimize based on user feedback and analytics.

Product Management & Governance

• Maintain detailed documentation of automation and Virtual Agent features, workflows, and release notes.
• Establish KPIs to measure success of automation and AI initiatives (e.g., incident reduction %, request fulfillment time, Virtual Agent adoption).
• Ensure alignment with ITIL processes and enterprise architecture standards.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 8+ years of experience in IT operations or product management, with at least 4 years in automation and AI initiatives.
• Strong experience with:

  • Power Automate

    (Cloud/Desktop flows)

  • Automation Anywhere

    (A360 platform)

  • ServiceNow

    (Flow Designer, Virtual Agent, IntegrationHub)
• Proven track record of managing product roadmaps and delivering automation solutions in large-scale environments.
• Excellent analytical, communication, and stakeholder management skills.

Preferred Qualifications:

• Certifications in ServiceNow, Automation Anywhere, or Power Platform.
• Experience with conversational AI, NLP, or chatbot design.
• Familiarity with ITIL, Agile/Scrum methodologies, and enterprise automation governance.