Track Lead - Jenkins,Windows PowerShell

Chennai, Tamil Nadu

Job Summary

The DWP Solution Consultant / Automation Architect plays a pivotal role in designing, maturing, and operationalizing digital workplace capabilities across Service Desk, Field Services, and Workplace Engineering. The role leads ServiceNow platform solutioning, automation and orchestration, ITSM data analytics, and Generative AI conversational experiences (chatbot/voice bot) to deliver measurable, user-centric outcomes. The individual partners with Technical Architects, Design Leads, business stakeholders, and process owners to build enterprise-grade solutions, enable continual service improvement, and deploy new capabilities across ServiceNow, DEX platforms (Nexthink, SysTrack, Aternity), and UEM/VDI stacks (Citrix, SCCM, Intune, JAMF).

Key Responsibilities

1. ServiceNow capabilities & solutioning o Design, prototype, implement, test, and deploy ServiceNow solutions (business rules, client scripts, UI pages/actions/policies, scheduled jobs, import sets/transform maps, ACLs, notifications, Flow Designer, Script Includes). o Develop custom integration components (SSO, CMDB, SAS connectors, RITM/Catalog integrations) and integrate legacy systems using MID Server, web services, chat, email, and modern APIs. o Build and enhance Service Catalog/Service Portal modules and custom applications; manage update sets across instances. o Architect for high availability, resilience, and recoverability; establish platform SDLC and governance. o Provide advanced administrative support—troubleshooting, bug fixes, RCA, and proactive platform hygiene. o Maintain documentation for policies, procedures, controls, and development standards (incl. secure coding). o Review and estimate requirements; align with business functionality, pain points, and improvement areas. o Commit to continuous learning and best practices in ServiceNow; mentor developers and admins. o Lead EUC Automation BOT solutions, Runbooks, and AI/ML/AIOps use-case identification and delivery. o Manage development teams—drive KPIs, sprint planning, peer reviews, and a healthy automation repository. 2. Data Analytics for ITSM: analyze data, uncover insights, identify trends (5+ years) • Build end-to-end analytics on Incident/Problem/Change/Request (ITSM) data to surface MTTR, SLA breaches, backlog aging, and deflection trends. • Apply time-series forecasting (ticket volumes, seasonality, spikes) to capacity planning for Service Desk and Field Services. • Use NLP/text mining to categorize ticket subjects, detect themes, and improve taxonomy (KB/Category/Service). • Identify root causes and repeat offenders via Pareto and cohort analysis (device models, apps, sites, vendors). • Engineer operational dashboards (Power BI/ServiceNow Reporting) for real-time visibility into KPIs, XLAs, and VOC. • Quantify automation value (RPA/BOT deflection, workflow savings, FTR uplift) and build ROI/benefit tracking. • Define data quality frameworks, controls, and reconciliation for CMDB/CI relationships and ticket metadata. • Run A/B experiments on chatbot flows, prompts,



and KB improvements to boost containment and CSAT. • Implement alerting/anomaly detection for ticket spikes (major incident early warning) and SLO guardrails. • Produce insight packs for execs—trend narratives, recommendations, and action plans to drive CSI roadmaps. 3. Process Analysis, Value Stream Mapping & Solution Architecture (5+ years) • Conduct AS-IS / TO-BE mapping for Service Desk, Field Services, and Workplace Engineering processes. • Perform value stream mapping to identify waste (handoffs, queues, waits) and design lean, automated flows. • Define target operating models (Shift-Left, Automation-First) and service blueprints aligned to business outcomes. • Author solution architecture (logical/physical) for ServiceNow, DEX, UEM, VDI, and automation toolchains. • Capture non-functional requirements (availability, scalability, security, compliance, observability). Design integration patterns (event-driven, API, file-based, webhook) across SNOW, DEX, UEM, ITOM, CMDB. • Establish runbooks & playbooks for incidents, changes, automation triggers, and service recovery. • Drive requirements traceability (user stories design config/code test cases release). • Govern architecture standards (naming, ACLs, data models, versioning, CI/CD pipelines) and reviews. • Lead change management and stakeholder alignment; enable adoption with training and communications. 4. Technology Exposure (Chatbot, Voice Bot, Workflow Automation, RPA, Ansible, Power Automate, ServiceNow, DeX, Intune, SCCM, VDI) (5+ years) • Design and operate enterprise chatbots (ServiceNow Virtual Agent or 3rd-party) with robust intent models. • Build voice bots/IVR integrations (STT/TTS, telephony) for password reset,

Skill Requirements

1. ServiceNow capabilities & solutioning o Design, prototype, implement, test, and deploy ServiceNow solutions (business rules, client scripts, UI pages/actions/policies, scheduled jobs, import sets/transform maps, ACLs, notifications, Flow Designer, Script Includes). o Develop custom integration components (SSO, CMDB, SAS connectors, RITM/Catalog integrations) and integrate legacy systems using MID Server, web services, chat, email, and contemporary APIs. o Build and enhance Service Catalog/Service Portal modules and custom applications; manage update sets across instances. o Architect for high availability, resilience, and recoverability; establish platform SDLC and governance. o Provide advanced administrative support—troubleshooting, bug fixes, RCA, and proactive platform hygiene. o Maintain documentation for policies, procedures, controls, and development standards (incl. secure coding). o Review and estimate requirements; align with business functionality, pain points,



and improvement areas. o Commit to continuous learning and best practices in ServiceNow; mentor developers and admins. o Lead EUC Automation BOT solutions, Runbooks, and AI/ML/AIOps use-case identification and delivery. o Manage development teams—drive KPIs, sprint planning, peer reviews, and a healthy automation repository. 2. Data Analytics for ITSM: analyze data, uncover insights, identify trends (5+ years) • Build end-to-end analytics on Incident/Problem/Change/Request (ITSM) data to surface MTTR, SLA breaches, backlog aging, and deflection trends. • Apply time-series forecasting (ticket volumes, seasonality, spikes) to capacity planning for Service Desk and Field Services. • Use NLP/text mining to categorize ticket subjects, detect themes, and improve taxonomy (KB/Category/Service). • Identify root causes and repeat offenders via Pareto and cohort analysis (device models, apps, sites, vendors). • Engineer operational dashboards (Power BI/ServiceNow Reporting) for real-time visibility into KPIs, XLAs, and VOC. • Quantify automation value (RPA/BOT deflection, workflow savings, FTR uplift) and build ROI/benefit tracking. • Define data quality frameworks, controls, and reconciliation for CMDB/CI relationships and ticket metadata. • Run A/B experiments on chatbot flows, prompts, and KB improvements to boost containment and CSAT. • Implement alerting/anomaly detection for ticket spikes (major incident early warning) and SLO guardrails. • Produce insight packs for execs—trend narratives, recommendations, and action plans to drive CSI roadmaps. 3. Process Analysis, Value Stream Mapping & Solution Architecture (5+ years) • Conduct AS-IS / TO-BE mapping for Service Desk, Field Services, and Workplace Engineering processes. • Perform value stream mapping to identify waste (handoffs, queues, waits) and design lean, automated flows. • Define target operating models (Shift-Left, Automation-First) and service blueprints aligned to business outcomes. • Author solution architecture (logical/physical) for ServiceNow, DEX, UEM, VDI, and automation toolchains. • Capture non-functional requirements (availability, scalability, security, compliance, observability). Design integration patterns (event-driven, API, file-based, webhook) across SNOW, DEX, UEM, ITOM, CMDB. • Establish runbooks & playbooks for incidents, changes, automation triggers, and service recovery. • Drive requirements traceability (user stories design config/code test cases release). • Govern architecture standards (naming, ACLs, data models, versioning, CI/CD pipelines) and reviews. • Lead change management and stakeholder alignment; enable adoption with training and communications. 4. Technology Exposure (Chatbot, Voice Bot, Workflow Automation, RPA, Ansible, Power Automate, ServiceNow, DeX, Intune, SCCM, VDI) (5+ years) • Design and operate enterprise chatbots (ServiceNow Virtual Agent or 3rd-party) with robust intent models. • Build voice bots/IVR integrations (STT/TTS, telephony) for password reset

Other Requirements

NA

📌 Track Lead - Jenkins,Windows PowerShell (Chennai)
🏢 HCLTech
📍 Chennai