Automation Analyst

Description

Summary

We are seeking an experienced Automation Analyst to lead high-quality Service Desk automations operation within a complex, global IT environment. This role focuses on operational excellence, incident management, and client engagement, with a strong emphasis on Microsoft tools, automation, and AI / ML familiarity to support continuous improvement. The position works closely with internal teams and clients.

Key Responsibilities

Oversee daily Service Desk auutomation operations , ensuring timely, effective issue resolution across global user environments.

Act as the main point of contact for client escalations, service performance, and operational updates.

Monitor systems for changes, backups, and incidents; escalate and coordinate resolution with internal development and infrastructure teams.

Manage incident and problem resolution processes and support root cause analysis.

Work closely with team members across global locations (e.g., US, India), supporting collaboration without direct team management responsibilities.

Identify opportunities for automation and AI / ML tool integration in ticket handling, monitoring, and reporting.

Use Microsoft Excel, Loop, and Contract Central for reporting, collaboration, and workflow optimization.

Participate in service reviews and support client-facing reporting and operational discussions.

Investigate, analyse and build automation requirements with a focus on Service Desk operations

Document requirements and work with the internal development teams and stakeholders to bring an automation opportunity to an efficient product

Multi layered analysis using AI, machine learning and technical capabilities from third party vendors across the technology suite

You will be successful in this role if you have :

Bachelor’s degree or equivalent professional experience.

5–8 years in Service Desk or IT Operations roles , with experience in client-facing environments.

Strong understanding of IT support processes and service management best practices.

Proficiency in Microsoft Excel, Loop, and Contract Sentral .

Familiarity with AI / ML concepts and how they