Enterprise Ticketing & Process Automation Lead
Skills
About This Role
Overview
We are looking for a candidate who can drive enterprise-wide business process automation initiatives across multiple departments and stakeholders while enhancing operational efficiency and service excellence.
Responsibilities
- Lead automation initiatives across business support functions to enhance operational efficiency and reduce manual effort
- Strong experience in requirement gathering, process mapping, and stakeholder coordination to design end-to-end automation solutions
- Design and implement automated workflows using Freshservice and other automation platforms/tools
- Drive integration between ITSM/automation platforms and enterprise systems such as ERP, POS, HRMS, and identity management solutions (SSO / Azure AD)
- Establish KPIs, dashboards, SLA monitoring, and reporting frameworks to track service performance and operational excellence
- Ensure governance, compliance, and access control standards across ITSM and automation platforms
- Lead cross-functional collaboration with internal teams, business owners, and external vendors to ensure successful delivery, rollout, and adoption of automation initiatives
- Continuously identify improvement opportunities and drive process standardization across the organization
Qualifications
- Bachelor’s degree in IT / Computer Science / Engineering or relevant field
- 5–8 years of experience in process automation, workflow optimization, or digital transformation
- Strong experience in automation platforms, workflow design, and process digitization
- Ability to manage multiple initiatives and work with cross-functional teams
- Strong communication, documentation, stakeholder management, and analytical problem-solving skills
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