Website:
getswyt.com
Job details:
About the Role
We are looking for a Service Excellence Architect to design and build scalable operational processes and automation frameworks across our IT support and service operations environment.
This role is not limited to documentation or traditional service management. The objective is to translate operational workflows into automation-ready systems that can be executed through APIs, orchestration platforms, and AI-driven automation.
You will work at the intersection of operations, automation, and system design, helping transform manual service workflows into structured SOPs and automated processes.
ResponsibilitiesProcess Architecture
- Analyze service operations and ticket workflows to identify automation opportunities
- Design scalable SOP frameworks and operational playbooks
- Convert manual processes into automation-ready workflows
- Define process governance and lifecycle for SOP management
Automation Design
- Translate SOPs into API-driven automation workflows
- Design orchestration logic across tools such as:
- Ticketing platforms (Freshdesk, Jira, Zendesk)
- Identity systems
- MDM platforms
- Microsoft 365 / Google Workspace
- Define automation feasibility and prioritization
Operational Intelligence
- Build ticket taxonomy and clustering frameworks
- Identify high-impact automation candidates
- Design metrics for:
- automation coverage
- SLA performance
- reopen rates
- operational efficiency
Governance & Documentation
- Maintain SOP lifecycle including versioning and review cycles
- Ensure alignment between process documentation and automation logic
- Implement mechanisms to prevent SOP drift and process duplication
Cross-Team Collaboration
- Work closely with engineering, IT operations, and product teams
- Embed operational standards into day-to-day workflows
- Ensure processes remain scalable as operations grow
RequirementsExperience
- 5+ years in service operations, process design, or automation architecture
- Experience in IT service management environments
- Experience designing automation workflows or operational systems
Technical Understanding
Strong understanding of:
- APIs and system integrations
- Event-driven workflows
- Webhooks and automation triggers
- Identity and access workflows
- Ticketing system automation
Experience with tools such as:
- Freshdesk / Zendesk / Jira
- Microsoft 365 / Google Workspace
- MDM platforms
- Automation or orchestration tools
- Workflow automation platforms
Process & Operations
- Strong experience designing SOPs and operational frameworks
- Experience building service governance and operational standards
- Understanding of ITIL concepts (without being limited to them)
Analytical Thinking
- Ability to analyze large volumes of tickets and identify automation patterns
- Experience defining KPIs and operational performance metrics
- Strong problem-solving and system thinking skills
Nice to Have
- Experience with AI-powered automation or LLM workflows
- Experience building automation orchestration platforms
- Experience with multi-system integrations
- Experience designing self-service or chatbot workflows
Click on Apply to know more.