Description
We are seeking an experienced Sr. Automation Lead to drive the automation vision and roadmap for ServiceNow-based service workflows. You will functionally guide SRE practices, enable production-grade automation, and ensure platform stability, risk management, and audit readiness.
Key Responsibilities
- Develop and execute the automation strategy for ServiceNow service workflows.
- Identify high-impact automation opportunities across ITSM, ITOM, and custom workflows.
- Define platform standards, reusable patterns, and reference architectures for enterprise service automation.
- Drive adoption of AI-powered capabilities like Predictive Intelligence and Virtual Agent.
- Translate business needs into outcome-driven workflows that reduce manual effort and improve service quality.
- Establish KPIs to measure automation effectiveness and operational impact.
- Support production readiness for enterprise workflows, including deployment standards and automated testing.
- Enable CI/CD-driven ServiceNow deployments with DevOps and release teams.
- Ensure automation changes move from ideation to production with minimal risk and maximum observability.
- Functionally lead the SRE practice, embedding reliability into workflow design.
- Define and monitor service-level objectives (SLOs), error budgets, and reliability metrics.
- Drive platform resilience practices, including monitoring, alerting, and self-healing automation.
- Establish a scalable federated automation model for product teams and citizen developers.
- Define governance frameworks, guardrails, and certification approaches.
- Promote reuse, API-first design, and composable workflows.
- Support the platform risk posture, including technical debt and upgrade impacts.
- Partner with security, risk, and compliance teams for audits and regulatory requirements.
- Act as a trusted platform advisor to senior leadership.
Required Qualifications
- 15+ years of experience in ServiceNow platform leading and delivering automations at scale.
- Hands-on experience with ServiceNow workflows, integrations, automation tooling, and platform architecture.
- Proven success delivering automation and AI-driven initiatives into production.
- Strong understanding of SRE principles, DevOps, and CI/CD pipelines.
- Experience enabling federated development models within governed platforms.
- Demonstrated ownership of platform risk management and compliance.
- Ability to operate as a senior IC leader.
Preferred Qualifications
- ServiceNow certifications (CSA, CIS, CAD; CTA highly desirable).
- Experience designing or deploying GenAI-based workflow automation.
- Background in highly regulated industries.
- Experience modernizing or scaling enterprise ServiceNow platforms.