Sr. Automation Lead–Enterprise Service Workflow (ServiceNow)

The Sr. Automation Lead – Enterprise Service Workflow is responsible for transforming enterprise service operations through intelligent automation and AI, powered by the ServiceNow platform. This role owns the functional strategy and execution of enterprise-wide workflows, enabling seamless, scalable, and resilient services across IT, employee, and business operations. Automation Lead will functionally guide SRE practices, enable production-grade automation from federated development teams, and ensure platform stability, risk management, and audit readiness. This role bridges innovation and operational rigor—ensuring advanced automation and AI use cases reach production safely, compliantly, and at scale. Key Responsibilities Own and execute the automation vision and roadmap for ServiceNow-based service workflows. Identify, prioritize, and lead high-impact automation opportunities across ITSM, ITOM, and custom enterprise workflows. Define platform standards, reusable patterns, and reference architectures for enterprise service automation. Drive adoption of AI-powered capabilities such as Predictive Intelligence, Virtual Agent, AI Search, workflow intelligence, and GenAI experiences. Support transformation of CMDB to enable strong foundation Translate business needs into intelligent, outcome-driven workflows that reduce manual effort and improve service quality. Establish KPIs to measure automation effectiveness, AI value realization, and operational impact. Support production readiness for enterprise workflows, including deployment standards, automated testing, and rollback strategies. Enable CI/CD-driven ServiceNow deployments, partnering with DevOps and release teams to improve speed and reliability. Ensure automation changes move from ideation to production with minimal risk and maximum observability. Functionally lead and influence the SRE practice, embedding reliability into workflow design. Define and monitor service-level objectives (SLOs), error budgets, and reliability metrics for ServiceNow workflows. Drive platform resilience practices including monitoring, alerting, self-healing automation, and incident avoidance. Establish and support a scalable federated automation model enabling product teams, citizen developers, and platform engineers. Define governance frameworks, guardrails, and certification approaches that balance speed with platform integrity. Promote reuse, API-first design, and composable workflows to avoid fragmentation. Support the platform risk posture for the ServiceNow platform, including technical debt, upgrade impacts, and dependency risks. Partner with security, risk, and compliance teams to support internal and external audits, control evidence, and regulatory requirements. Ensure enterprise workflows meet standards for data protection, access control, and operational resilience. Act as a trusted platform advisor to senior technology, operations, and risk leadership.