Responsibilities Join a global team responsible for designing, developing, and deploying self-healing and automation solutions to ensure the IT Service Desk becomes automated and services move from humans to digital (Automation). You will be responsible for working on Systrack, UiPath, and any other self-healing or IT Process Automation technologies. As a Service Desk Automation expert, you are responsible for implementing Systrack use cases for self-healing across various IT systems and processes to drive a reduction in tickets/call volume. Implement ITSM modules, workflow customization, ticketing process automation, report development, dashboard creation, and system configurations. Collaborate with Service Desk and partners to identify opportunities for self-healing automation within the service desk. Continuous improvement of performance of implemented and new self-healing automation. Conduct regular audits to ensure all implemented automations function correctly and comply with established protocols, including security & data privacy compliance. Maintain comprehensive documentation of all automated processes for future reference and training purposes. Stay current on the latest advancements in Systrack Selfheal, automation best practices, and other relevant automation and ITSM tools. Work with the Organization's Change Management team (OCM) to help the organization effectively adopt all self-heal & automation solutions. Organize and prioritize development efforts in an Agile manner, interface with vendors and management, and potentially coordinate the efforts of additional administrators. Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable. Effectively manage and execute high-level tasks assigned via user stories. Qualifications Years of Experience: Bachelor’s degree in computer science, Information Technology, or a related field. Total 14+ years of experience in IT Operations/Service Management/Service Desk /End User Computing arena. Mandatory Skills: 5+ years of working knowledge of Selfheal or Digital Experience (DEX) monitoring tools, like Systrack, Nexthink, Riverbed, Aptean, etc. 8+ years of experience in IT Process Automation using tools like UiPath, Automation Anywhere, etc. 5+ Years of experience working on the ServiceNow Platform (ITSM, Process Mining, etc.) 10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner. Mandatory Non Tech Skills: Excellent communication and problem-solving skills. Must have very strong storytelling and MS PowerPoint skills. Understanding of Agile ways of working – Scrum ceremonies. Outstanding written and verbal communication skills in English and the ability to concisely express complex issues/solutions Competitive compensation package. A flexible work environment that promotes a healthy balance between personal and professional life. A dynamic and inclusive culture. A supportive team that will foster your professional growth and development. Opportunity to work on relevant and impactful projects for the business. Opportunity to give back to the community with our volunteer programs.
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