Job SummaryKey Responsibilities

- Own the Employee Experience proposition end to end - service desk, employee lifecycle/onboarding and device-lifecycle touchpoints - setting the roadmap, backlog and P&L.;
- Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
- Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
- Build the commercial case for the proposition - per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing - including the business case for AI-assisted deflection tooling.
- Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
- Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

- ESM/ITSM & HRSD platform depth - ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
- Service desk productization - Containment-rate design, skill-based routing,



tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
- Device lifecycle & management - Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
- Employee lifecycle & identity orchestration - Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
- Conversational AI & deflection strategy - ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
- Experience measurement (DEX/XLA) - XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys - committed per user.
- Outcome-based commercial design - XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
- Workflow automation fluency - Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
- Service management framework & sourcing - ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Other Requirements

📌 Industry Principal I (India)
🏢 HCL Technologies
📍 India