Job Summary

The DWP Solution Consultant / Automation Architect plays a pivotal role in designing,\\r\\nmaturing, and operationalizing digital workplace capabilities across Service Desk, Field\\r\\nServices, and Workplace Engineering. The role leads ServiceNow platform solutioning,\\r\\nautomation and orchestration, ITSM data analytics, and Generative AI conversational\\r\\nexperiences (chatbot/voice bot) to deliver measurable, user-centric outcomes. The\\r\\nindividual partners with Technical Architects, Design Leads, business stakeholders, and\\r\\nprocess owners to build enterprise-grade solutions, enable continual service\\r\\nimprovement, and deploy new capabilities across ServiceNow, DEX platforms (Nexthink,\\r\\nSysTrack, Aternity), and UEM/VDI stacks (Citrix, SCCM, Intune, JAMF).

Key Responsibilities

1. ServiceNow capabilities & solutioning\\r\\no Design, prototype, implement, test, and deploy ServiceNow solutions\\r\\n(business rules, client scripts, UI pages/actions/policies, scheduled jobs,\\r\\nimport sets/transform maps, ACLs, notifications, Flow Designer, Script\\r\\nIncludes).\\r\\no Develop custom integration components (SSO, CMDB, SAS connectors,\\r\\nRITM/Catalog integrations) and integrate legacy systems using MID Server,\\r\\nweb services, chat, email, and modern APIs.\\r\\no Build and enhance Service Catalog/Service Portal modules and custom\\r\\napplications; manage update sets across instances.\\r\\no Architect for high availability, resilience, and recoverability; establish\\r\\nplatform SDLC and governance.\\r\\no Provide advanced administrative support—troubleshooting, bug fixes, RCA,\\r\\nand proactive platform hygiene.\\r\\no Maintain documentation for policies, procedures, controls, and development\\r\\nstandards (incl. secure coding).\\r\\no Review and estimate requirements; align with business functionality, pain\\r\\npoints, and improvement areas.\\r\\no Commit to continuous learning and best practices in ServiceNow; mentor\\r\\ndevelopers and admins.\\r\\no Lead EUC Automation BOT solutions, Runbooks, and AI/ML/AIOps use-case\\r\\nidentification and delivery.\\r\\no Manage development teams—drive KPIs, sprint planning, peer reviews, and a\\r\\nhealthy automation repository.\\r\\n2. Data Analytics for ITSM: analyze data, uncover insights, identify trends (5+ years)\\r\\n• Build end-to-end analytics on Incident/Problem/Change/Request (ITSM) data to\\r\\nsurface MTTR, SLA breaches, backlog aging, and deflection trends.\\r\\n• Apply time-series forecasting (ticket volumes, seasonality, spikes) to capacity\\r\\nplanning for Service Desk and Field Services.\\r\\n• Use NLP/text mining to categorize ticket subjects, detect themes, and improve\\r\\ntaxonomy (KB/Category/Service).\\r\\n• Identify root causes and repeat offenders via Pareto and cohort analysis (device\\r\\nmodels, apps, sites, vendors).\\r\\n• Engineer operational dashboards (Power BI/ServiceNow Reporting) for real-time\\r\\nvisibility into KPIs, XLAs, and VOC.\\r\\n• Quantify automation value (RPA/BOT deflection, workflow savings, FTR uplift) and\\r\\nbuild ROI/benefit tracking.\\r\\n• Define data quality frameworks, controls, and reconciliation for CMDB/CI\\r\\nrelationships and ticket metadata.\\r\\n• Run A/B experiments on chatbot flows, prompts, and KB improvements to\\r\\nboost containment and CSAT.\\r\\n• Implement alerting/anomaly detection for ticket spikes (major incident early\\r\\nwarning) and SLO guardrails.\\r\\n• Produce insight packs for execs—trend narratives, recommendations, and\\r\\naction plans to drive CSI roadmaps.\\r\\n3. Process Analysis, Value Stream Mapping & Solution Architecture (5+ years)\\r\\n• Conduct AS-IS / TO-BE mapping for Service Desk, Field Services, and\\r\\nWorkplace Engineering processes.\\r\\n• Perform value stream mapping to identify waste (handoffs, queues, waits) and\\r\\ndesign lean, automated flows.\\r\\n• Define target operating models (Shift-Left, Automation-First) and service\\r\\nblueprints aligned to business outcomes.\\r\\n• Author solution architecture (logical/physical) for ServiceNow, DEX, UEM,\\r\\nVDI, and automation toolchains.\\r\\n• Capture non-functional requirements (availability, scalability, security,\\r\\ncompliance, observability).\\r\\n Design integration patterns (event-driven, API, file-based, webhook) across\\r\\nSNOW, DEX, UEM, ITOM, CMDB.\\r\\n• Establish runbooks & playbooks for incidents, changes, automation triggers,\\r\\nand service recovery.\\r\\n• Drive requirements traceability (user stories → design → config/code → test\\r\\ncases → release).\\r\\n• Govern architecture standards (naming, ACLs, data models, versioning, CI/CD\\r\\npipelines) and reviews.\\r\\n• Lead change management and stakeholder alignment; enable adoption with\\r\\ntraining and communications.\

Skill Requirements

1. ServiceNow capabilities & solutioning\\r\\no Design, prototype, implement, test, and deploy ServiceNow solutions\\r\\n(business rules, client scripts, UI pages/actions/policies, scheduled jobs,\\r\\nimport sets/transform maps, ACLs, notifications, Flow Designer, Script\\r\\nIncludes).\\r\\no Develop custom integration components (SSO, CMDB, SAS connectors,\\r\\nRITM/Catalog integrations) and integrate legacy systems using MID Server,\\r\\nweb services, chat, email, and modern APIs.\\r\\no Build and enhance Service Catalog/Service Portal modules and custom\\r\\napplications; manage update sets across instances.\\r\\no Architect for high availability, resilience, and recoverability; establish\\r\\nplatform SDLC and governance.\\r\\no Provide advanced administrative support—troubleshooting, bug fixes, RCA,\\r\\nand proactive platform hygiene.\\r\\no Maintain documentation for policies, procedures, controls, and development\\r\\nstandards (incl. secure coding).\\r\\no Review and estimate requirements; align with business functionality, pain\\r\\npoints, and improvement areas.\\r\\no Commit to continuous learning and best practices in ServiceNow; mentor\\r\\ndevelopers and admins.\\r\\no Lead EUC Automation BOT solutions, Runbooks, and AI/ML/AIOps use-case\\r\\nidentification and delivery.\\r\\no Manage development teams—drive KPIs, sprint planning, peer reviews, and a\\r\\nhealthy automation repository.\\r\\n2. Data Analytics for ITSM: analyze data, uncover insights, identify trends (5+ years)\\r\\n• Build end-to-end analytics on Incident/Problem/Change/Request (ITSM) data to\\r\\nsurface MTTR, SLA breaches, backlog aging, and deflection trends.\\r\\n• Apply time-series forecasting (ticket volumes, seasonality, spikes) to capacity\\r\\nplanning for Service Desk and Field Services.\\r\\n• Use NLP/text mining to categorize ticket subjects, detect themes, and improve\\r\\ntaxonomy (KB/Category/Service).\\r\\n• Identify root causes and repeat offenders via Pareto and cohort analysis (device\\r\\nmodels, apps, sites, vendors).\\r\\n• Engineer operational dashboards (Power BI/ServiceNow Reporting) for real-time\\r\\nvisibility into KPIs, XLAs, and VOC.\\r\\n• Quantify automation value (RPA/BOT deflection, workflow savings, FTR uplift) and\\r\\nbuild ROI/benefit tracking.\\r\\n• Define data quality frameworks, controls, and reconciliation for CMDB/CI\\r\\nrelationships and ticket metadata.\\r\\n• Run A/B experiments on chatbot flows, prompts, and KB improvements to\\r\\nboost containment and CSAT.\\r\\n• Implement alerting/anomaly detection for ticket spikes (major incident early\\r\\nwarning) and SLO guardrails.\\r\\n• Produce insight packs for execs—trend narratives, recommendations, and\\r\\naction plans to drive CSI roadmaps.\\r\\n3. Process Analysis, Value Stream Mapping & Solution Architecture (5+ years)\\r\\n• Conduct AS-IS / TO-BE mapping for Service Desk, Field Services, and\\r\\nWorkplace Engineering processes.\\r\\n• Perform value stream mapping to identify waste (handoffs, queues, waits) and\\r\\ndesign lean, automated flows.\\r\\n• Define target operating models (Shift-Left, Automation-First) and service\\r\\nblueprints aligned to business outcomes.\\r\\n• Author solution architecture (logical/physical) for ServiceNow, DEX, UEM,\\r\\nVDI, and automation toolchains.\\r\\n• Capture non-functional requirements (availability, scalability, security,\\r\\ncompliance, observability).\\r\\n Design integration patterns (event-driven, API, file-based, webhook) across\\r\\nSNOW, DEX, UEM, ITOM, CMDB.\\r\\n• Establish runbooks & playbooks for incidents, changes, automation triggers,\\r\\nand service recovery.\\r\\n• Drive requirements traceability (user stories → design → config/code → test\\r\\ncases → release).\\r\\n• Govern architecture standards (naming, ACLs, data models, versioning, CI/CD\\r\\npipelines) and reviews.\\r\\n• Lead change management and stakeholder alignment; enable adoption with\\r\\ntraining and communications.\

Other Requirements

 NA