Enterprise Ticketing & Process Automation Lead

About the role

We are seeking an experienced leader to drive enterprise‑wide ticketing and process automation initiatives. The role focuses on improving operational efficiency, reducing manual effort, and delivering service excellence across multiple business support functions.

Key responsibilities

• Lead automation projects across departments, designing end‑to‑end workflows that streamline operations.
• Gather requirements, map processes, and coordinate with stakeholders to create robust automation solutions.
• Design and implement automated workflows using Freshservice and other automation platforms.
• Integrate ITSM/automation tools with enterprise systems such as ERP, POS, HRMS, and identity management (SSO / Azure AD).
• Establish KPIs, dashboards, SLA monitoring, and reporting frameworks to track performance.
• Ensure governance, compliance, and access‑control standards for all automation platforms.
• Collaborate with internal teams, business owners, and external vendors to ensure successful rollout and adoption.
• Continuously identify improvement opportunities and promote process standardisation.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or a related field.
• 5–8 years of experience in process automation, workflow optimisation, or digital transformation.
• Proven ability to manage multiple initiatives and work with cross‑functional teams.
• Strong communication, documentation, stakeholder‑management and analytical problem‑solving skills.

Required skills

• Freshservice
• ITSM platforms
• Automation platforms/tools
• ERP systems
• POS systems
• HRMS solutions
• Identity management (SSO, Azure AD)
• Workflow design and implementation