Senior Application Ticket Analyst and Automation Architect

Key Responsibilities

Solution Design and Automation Architecture

• Design AI-driven automation solutions aligning with industry trends, including Gen AI, Agentic AI, AIOps, RPA, and ITPA tools
• Develop automation tool architecture and implementation roadmap for ticket optimization and operational efficiency
• Identify elimination and automation use cases to address customer pain points
• Develop cost models to determine cost per RL and forecast YoY productivity improvements

Ticket Analysis and Insights

• Perform deep-dive analysis of large-scale ITSM ticket data across multiple domains
• Generate insights and visualizations to identify root causes and operational challenges
• Conduct debt analysis and estimate potential FTE savings through automation and process improvements
• Provide Service Linewise views of AMS team size and Day 1 FTE estimation

Collaboration and Stakeholder Management

• Work closely with Solution Architects, BD Teams, and GSA CoE SS teams to define scope from customer RFP/RFI/RFS
• Collaborate with Delivery Excellence leads to benchmark estimations and process metrics
• Participate in deal review calls with pursuit stakeholders to present solutions and recommendations
• Act as a liaison between operations, change management, pricing, transition, and other stakeholders

Market Intelligence and Thought Leadership

• Stay updated on latest automation technologies, AI tools, and market offerings
• Proactively suggest adoption of new technologies to enhance solution effectiveness
• Create impactful presentations backed by market intelligence to support sales and business directors

Metrics, Estimation, and Reporting

• Hands-on experience in estimation, pricing, and resource loading for AMS deals
• Track SLA adherence, productivity, and operational efficiency metrics
• Leverage analytics and visualization tools like Power BI to monitor and present data