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Track Manager - IT Operations Management, RESTful… at HCLTech · Noida
Skills
Job Description
Job Summary
Moveworks Developer & Support Engineer Role Summary Responsible for development, integration, and production support of Moveworks platform to enable AI-driven automation and enhance employee support experience. The role focuses on building scalable workflows, ensuring platform stability, and driving automation adoption across Service Desk operations. Key Responsibilities Development & Integration Design and develop Moveworks workflows (Agent Studio: actions, plugins, listeners) Build and maintain integrations with: ServiceNow (ITSM workflows, catalog) Microsoft Teams (chat interface) Enterprise systems (Azure AD, SCCM/Intune, APIs) Translate use cases into automated conversational experiences Deployment & Lifecycle Management Manage end-to-end deployment lifecycle (Dev → UAT → Production) Perform configuration, testing, and rollout of bot use cases Ensure stable and secure deployment aligned to enterprise standards Production Support & Operations Provide L2/L3 support for Moveworks platform Troubleshoot workflow failures, integration issues, and bot responses Monitor performance, ensure SLA adherence, and resolve incidents Platform Optimization & Automation Improve automation rates and user experience (deflection, resolution speed) Maintain knowledge integrations (KB, FAQs, SharePoint) Identify and implement new automation opportunities Governance & Compliance Ensure secure integrations and policy compliance Maintain documentation, runbooks, and audit artifacts Skills & Experience Technical Moveworks Agent Studio / similar chatbot platforms REST APIs, Webhooks, integrations ServiceNow ITSM knowledge Microsoft Teams & Azure AD integration Scripting (Python / JavaScript) Functional Service Desk / ITSM domain knowledge Automation & AI-driven support experience Strong troubleshooting and problem-solving Experience 4–8+ years in ITSM / Automation / Chatbot development Experience with enterprise AI chatbot platforms preferred
Key Responsibilities
- Architect and implement automation solutions using ServiceNow ITOM modules, ensuring seamless integration with enterprise systems via REST/SOAP APIs.
- Lead the development of custom dashboards and interactive user interfaces using AngularJS to enhance operational visibility and reporting.
- Provide expert technical guidance to resolve complex incidents and problems in IT operations management workflows, ensuring alignment with client SLAs.
- Design and optimize data exchange processes between ServiceNow ITOM and external platforms using REST/SOAP APIs for reliable information flow.
- Drive continuous improvement initiatives by analyzing operational metrics and identifying automation opportunities within the ServiceNow ITOM ecosystem.
- Mentor and guide project teams in adopting best practices for ServiceNow development, API integration, and front-end automation, fostering knowledge sharing and professional growth.
- Collaborate with stakeholders to translate business requirements into robust technical solutions, ensuring process innovation and alignment with organizational goals.
Skill Requirements
- Excellent Skills In Designing And Integrating Rest/Soap Apis For EnterpriseScale Solutions.
- Advanced Proficiency In Angularjs For Developing Dynamic Interfaces And Custom Dashboards.
- Strong Understanding Of It Operations Management Concepts And Process Optimization.
- Excellent Analytical And ProblemSolving Abilities, With A Proactive Approach To Continuous Improvement.
- Advanced Ability To Mentor And Technically Lead Teams In Tools And Automation Projects.
Other Requirements
- ServiceNow Certified Implementation Specialist � ITOM (recommended).
- ServiceNow Certified Application Developer (optional but valuable).
- ITIL Foundation Certification (optional but valuable)