Description:
The Technical Principal Consultant for Automation, Tooling & ITSM Integration is a senior technical leader within Managed Services responsible for designing, governing, and operating API-driven integrations between Infor enterprise platforms and customer ITSM systems.

This role owns the end-to-end integration architecture, enabling seamless flow of cases and operational data across from the customer ITSM environments. The consultant ensures integrations are scalable, resilient, secure, and aligned to customer operational workflows and SLAs.

In parallel, the role drives automation, scripting, and workflow orchestration to reduce manual effort, improve ticket quality, and enable intelligent operations through event-driven automation and using AI/ML capabilities

The consultant will leverage deep expertise in automated workflows, scripting, RPA, and AI‑assisted tooling. They will transform business processes using digital workflows, automated scripting, telemetry, and governance frameworks to increase efficiency, reduce operational cost, and drive intelligent decision-making




- A Typical Day in the Life Includes:
ITSM Integration Architecture & Ownership
- Define and own end-to-end ServiceNow integration architecture with customer ITSM systems, including:
- Case related details and integration patterns
- Bi-directional data exchange (create, update, resolve, comments etc.)
- Design and implement API-first integration frameworks leveraging REST, webhooks, middleware, and event streams.
- Establish standards for:
- Data mapping and transformation
- Ticket enrichment and normalization
- Error handling, retry logic, and resiliency
- Ensure alignment with ITSM workflows, including ticket lifecycle automation and SLA adherence
- Lead integration with monitoring platforms to enable automated case creation and contextual ticketing

API Engineering & Integration Design
- Architect and implement scalable API integration solutions across:
o ServiceNow

o ERP platfor

📌 Technical Solution Consultant, Principal (Hyderabad)
🏢 Infor
📍 Hyderabad