Technical Solution Consultant, Principal

The Technical Principal Consultant for Automation, Tooling & ITSM Integration is a senior technical leader within Managed Services responsible for designing, governing, and operating API-driven integrations between Infor enterprise platforms and customer ITSM systems . This role owns the end-to-end integration architecture , enabling seamless flow of cases and operational data across from the customer ITSM environments. The consultant ensures integrations are scalable, resilient, secure, and aligned to customer operational workflows and SLAs . In parallel, the role drives automation, scripting, and workflow orchestration to reduce manual effort, improve ticket quality, and enable intelligent operations through event-driven automation and using AI/ML capabilities The consultant will leverage deep expertise in automated workflows, scripting, RPA, and AI‑assisted tooling. They will transform business processes using digital workflows, automated scripting, telemetry, and governance frameworks to increase efficiency, reduce operational cost, and drive intelligent decision-making ITSM Integration Architecture & Ownership · Define and own end-to-end ServiceNow integration architecture with customer ITSM systems, including: Case related details and integration patterns Bi-directional data exchange (create, update, resolve, comments etc.) · Design and implement API-first integration frameworks leveraging REST, webhooks, middleware, and event streams. · Establish standards for: Data mapping and transformation Ticket enrichment and normalization Error handling, retry logic, and resiliency · Ensure alignment with ITSM workflows , including ticket lifecycle automation and SLA adherence · Lead integration with monitoring platforms to enable automated case creation and contextual ticketing API Engineering & Integration Design · Architect and implement scalable API integration solutions across: o ServiceNow o ERP platforms (Infor preferred) o Monitoring and observability tools · Define reusable integration patterns and accelerators : o Event-driven integration o Message queuing and async processing o API gateway and security controls · Evaluate and rationalize integration tooling, APIs, and data pipelines · Partner with customer IT teams to ensure compatibility with their ITSM implementations and governance models Automation, Scripting & Workflow Orchestration · Design and build automation workflows and scripts to: o Automate ticket creation, updates, and routing o Drive remediation and resolution workflows o Eliminate repetitive operational tasks · Develop automation using: Python, JavaScript, PowerShell, Shell · Implement: o Self-service capabilities o Auto-remediation workflows o Runbook automation · Integrate automation across: o ServiceNow workflows o Monitoring platforms o ERP systems and APIs Tooling Strategy & DevOps Integration · Integrate APIs and automation pipelines with: o Observability tools (Splunk, Dynatrace, Datadog, ELK, etc.) o CI/CD pipelines and DevOps toolchains · Standardize tooling to improve integration consistency and operational efficiency · Support AI-driven automation use cases such as: o Predictive alerting o Intelligent incident routing Leadership & Collaboration · Act as technical authority for ITSM integrations and automation strategy · Partner with: o Customer ITSM teams o ServiceNow platform owners o Internal operations and delivery teams · Lead workshops to: o Define integration requirements o Identify automation and agentic opportunities o Timely delivery of API integration, automation and AI projects · Mentor engineers and drive best practices in API design, automation, and integration governance Advance scripting in: Python, JavaScript, PowerShell, Shell scripting Experience with: Workflow orchestration, Automated remediation and RPA, Playwright and event-driven automation DevOps & CI/CD: GitHub, Jenkins, Ansible, Chef, pipeline automation · Hands‑on expertise with API life cycle management, security, and system integrations. (Integrated as a single, cohesive requirement rather than a breakdown by category.) · 10 to 15 years of experience in: o API integration and enterprise system design o ServiceNow and ITSM integrations o Automation and scripting in Managed Services or enterprise IT · Proven experience: o Designing large-scale, multi-system integrations o Driving automation to reduce operational overhead o Leading cross-functional technical initiatives