Job Description

Job Title: Lead Workflow Automation Engineer (AI & Service Desk Platforms)

Experience: 10–12 Years

Location: [Specify Location / Hybrid / Remote]

Employment Type: Full-time

We are seeking a highly experienced Lead Workflow Automation Engineer to design, build, and scale AI-driven automated workflows across enterprise service desk platforms such as Freshdesk, ServiceNow, and similar ITSM tools

This role will lead end-to-end automation initiatives, integrate AI/ML capabilities into service processes, and work closely with service delivery, IT operations, and product teams to drive efficiency, accuracy, and customer experience improvements.

Key Responsibilities

• Lead the design, development, and deployment of intelligent automation workflows for service desk and ITSM platforms (Freshdesk, ServiceNow, Jira Service Management, etc.)
• Architect and implement AI-powered workflows including ticket classification, routing, auto-resolution, sentiment analysis, and knowledge recommendations
• Integrate service desk platforms with internal and external systems using REST APIs, webhooks, and event-driven architectures
• Build and maintain automation using JSON-based configurations, scripts, and workflow orchestration tools
• Collaborate with AI/ML teams to embed LLMs, NLP, and predictive models into service operations
• Own workflow optimization, performance tuning, monitoring, and reliability of automated processes
• Lead technical design reviews, enforce best practices, and provide technical mentorship to automation engineers
• Partner with service delivery and business stakeholders to translate operational needs into scalable automation solutions
• Ensure security, compliance, logging, and governance standards are followed across all integrations
• Stay current with evolving AI automation, ITSM, and workflow orchestration technologies

Required Experience & Qualifications

• 10–12 years of overall experience in workflow automation, systems integration, or enterprise application engineering
• 5+ years of hands-on experience with service desk / ITSM platforms such as: Freshdesk / Freshservice ServiceNow Jira Service Management or equivalent
• Proven experience building end-to-end automated workflows for IT, customer support, or service operations
• Strong expertise in RESTful APIs, API authentication (OAuth, tokens), error handling, and versioning
• Excellent working knowledge of JSON, payload transformations, and data mappings
• Experience working with: Webhooks & asynchronous integrations Workflow engines and orchestration tools Scripting (JavaScript, Python, or similar)
• Hands-on experience integrating or consuming AI/ML services, including: NLP, classification, intent detection LLM-based automation or copilots (preferred)
• Solid understanding of ITIL processes and service desk best practices
• Experience with cloud-based environments (AWS, Azure, or GCP preferred)

Preferred / Nice-to-Have Skills

• Experience with RPA or low-code automation platforms
• Familiarity with knowledge management automation and self-service portals
• Exposure to event-driven architectures, message queues, or middleware platforms
• Experience leading complex automation programs or platform migrations
• Certifications such as: ServiceNow (CSA, CAD) ITIL Cloud or AI-related certifications

Soft Skills & Leadership Attributes

• Strong problem-solving and system design mindset
• Ability to lead architecture discussions and influence technical decisions
• Excellent communication skills with both technical and non-technical stakeholders
• Hands-on leader who can balance strategy and execution
• Passion for automation, AI, and operational excellence