Job Description

Role Overview

The HALO ITSM Automation Lead is responsible for designing, implementing, and governing automation initiatives across IT Service Management (ITSM) processes using the HALO platform. This role focuses on improving service efficiency, reducing manual effort, and enabling intelligent service delivery through workflow automation, integrations, and AI-driven capabilities.

Key Responsibilities

Automation Strategy & Implementation

• Define and implement the automation roadmap for ITSM processes using HALO ITSM.
• Identify automation opportunities across Incident, Request, Problem, and Change Management.
• Design and develop automation runbooks, workflows, and scripts to optimize service desk operations.
• Drive adoption of automation solutions including chatbot, AI/GenAI integrations, and self-service capabilities.

Platform & Tool Integration

• Integrate HALO ITSM with enterprise tools such as monitoring solutions, Active Directory, CMDB, and third-party systems.
• Develop APIs and connectors to enable seamless data exchange and orchestration.
• Ensure scalability, reliability, and security of automation solutions within the ITSM ecosystem.

Process Optimization & Continuous Improvement

• Analyze ticket trends, repetitive tasks, and service bottlenecks to implement automation-led improvements.
• Work closely with Service Delivery, Quality, and Operations teams to align automation initiatives with SLA/OLA targets.
• Implement standardization and best practices aligned with ITIL frameworks.

Collaboration & Stakeholder Management

• Collaborate with Service Desk teams, L2/L3 support, and business stakeholders to capture automation requirements.
• Provide technical guidance and mentorship to junior automation engineers.
• Communicate automation benefits, ROI, and adoption metrics to leadership teams.

Governance & Quality Assurance

• Establish automation governance models, including version control, testing, and release management.
• Ensure compliance with security policies, audit standards, and organizational guidelines.
• Monitor automation performance and continuously refine workflows for optimal outcomes.

Key Skills & Competencies

Technical Skills

• Strong expertise in HALO ITSM platform configuration and customization.
• Experience in workflow automation, scripting (e.g., PowerShell, Python, or similar).
• Knowledge of API integrations (REST/SOAP) and middleware tools.
• Familiarity with AI/Automation tools (RPA, Chatbots, GenAI).
• Understanding of CMDB, discovery tools, and monitoring integrations.

ITSM & Process Knowledge

• Strong understanding of ITIL processes (Incident, Problem, Change, Request Management).
• Experience in service desk environments and ticketing systems.
• Knowledge of SLA/OLA management and service delivery metrics.

Analytical & Leadership Skills

• Strong problem-solving and analytical skills to identify automation opportunities.
• Ability to lead automation initiatives end-to-end and manage multiple stakeholders.
• Experience in driving continuous improvement initiatives (Lean, Six Sigma is a plus).

Experience Required

• 5–8+ years of IT experience with at least 2–3 years in ITSM automation.
• Hands-on experience with HALO ITSM or similar ITSM platforms.
• Proven experience in designing automation solutions and improving service desk efficiency.

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Do

1. Instrumental in understanding the software requirements and design of the product

• Analyze and understand the current technology architecture, system interdependencies and application stacks
• Formulate project plans by working with project management and outlining steps required to develop project and submit project plans to project management for approval
• Understand current operating procedures by consulting with users/partners/clients and reviewing project objectives on regular basis
• Contribute to the automation roadmap design and testing process improvements by researching on automation architectures and developing new automation solutions
• Improve and maintain the automation framework to be used horizontally across our technology stacks as well as build out reusable libraries across our business line verticals

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2. Design and execute software developing and reporting

• Ensure the environment is ready for the execution process designing, test plans, developing test cases/scenarios/usage cases and executing these cases
• Development of technical specifications and plans and resolution of complex technical design issues
• Participate and conduct design activities with the development team relating to testing of the automation processes for both functional and non-functional requirements
• Implement, track, and report key metrics to assure full coverage of functional and non-functional requirements through automation
• Eliminates errors by owning the testing and validations of codes
• Track problems, resolutions, and bug fixes throughout the project and create a comprehensive database of defects and successful mitigation techniques
• Provide resolutions to problems by taking the initiative to use all available resources for research
• Design and implement automated testing tools when possible, and update tools as needed to ensure efficiency and accuracy
• Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
• Develop programs that run efficiently and adhere to WIPRO standards by using similar logic from existing applications, discussing “best practices” with team members, referencing text books and training manuals, documenting the code and by using accepted design patterns

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3. Ensuring smooth flow of communication with customer & internal stakeholders

• Work with Agile delivery teams to understand product vision and product backlogs; develop robust, scalable, and high quality test automation tests for functional, regression and performance testing
• Assist in creating acceptance criteria for user stories and generate a test automation backlog
• Collaborate with Development team to create/improve continuous deployment practices by developing strategies, formalizing processes and providing tools
• Work closely with business Subject Matter Experts to understand requirements for automation, then designs, builds and deploys the application using automations tools
• Ensure long term maintainability of the system by documenting projects according to WIPRO guidelines
• Ensure quality of communication by being clear and effective with test personnel, users, developers, and clients to facilitate quick resolution of problems and accurate documentation of successes
• Provide assistance to testers and supports personnel as needed to determine system problems
• Ability to perform backend/database programming for key projects.
• Stay up-to-date on industry standards and incorporate them appropriately.
• Design and implement automated testing tools when possible, and update tools as needed to ensure efficiency and accuracya

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