Sr. Automation Lead–Enterprise Service Workflow (ServiceNow)

Job description

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. Clearly articulate trade-offs between innovation, reliability, and compliance. Influence outcomes across multiple teams without formal authority. Required Qualifications 15+ years of experience in ServiceNow platform leading, supporting and delivering Platform automations at scale. Deep hands-on experience with ServiceNow workflows, integrations, automation tooling, and platform architecture. Proven success delivering automation and AI-driven initiatives into production at enterprise scale. Strong understanding of SRE principles, DevOps, CI/CD pipelines, and production operations. Experience enabling federated or distributed development models within governed platforms. Demonstrated ownership of platform risk management, audit support, and compliance. Ability to operate as a senior IC leader, driving alignment and execution across multiple functions. Preferred Qualifications ServiceNow certifications (CSA, CIS, CAD; CTA highly desirable). Experience designing or deploying GenAI-based workflow automation. Background in highly regulated industries (banking, financial services, healthcare, utilities). Experience modernizing or scaling enterprise ServiceNow platforms. Proud to share LSEG in the India is Great Place to Work certified (Jun ’25 – Jun ’26). Learn more about life and purpose of our company directly from India colleagues’ video: Bengaluru, India | Where We Work | LSEG Career Stage: Manager London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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