SeniorAdministrator - Jenkins,Windows PowerShell

Job Description

SeniorAdministrator - 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.\

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 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.\

Other Requirements

NA

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HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.