Tower Lead - Process Consulting, ServiceNow

Job Summary

Job Description: Technical Lead — Architect Experience 10–12+ years Role Overview • Senior technical architect embedded with the Supplier team to partner with Customer’s Technical Lead Architect. • Owns the Supplier’s architectural accountability for IT Support tooling, integrations and technical roadmap to keep the Global Service Desk (GSD) solution evergreen. • Focused on enabling end-user and agent efficiency through pragmatic architecture, automation and AI-driven “Zero Touch” operations while ensuring secure, compliant implementation in a highly regulated environment. Job Description: Technical Lead — Architect Experience 10–12+ years Role Overview • Senior technical architect embedded with the Supplier team to partner with Customer’s Technical Lead Architect. • Owns the Supplier’s architectural accountability for IT Support tooling, integrations and technical roadmap to keep the Global Service Desk (GSD) solution evergreen. • Focused on enabling end-user and agent efficiency through pragmatic architecture, automation and AI-driven “Zero Touch” operations while ensuring secure, compliant implementation in a highly regulated environment

Key Responsibilities

Key Responsibilities • Act as the Supplier mirror to Novo Nordisk’s Technical Lead: collaborate on tooling strategy, roadmaps, timelines and joint decision-making. • Assess existing tool landscape and produce improvement proposals (fit-gap, ROI, TCO) for ITSM, DEX, contact centre, remote support and related tooling. • Design and propose end-to-end architectures and integration patterns (APIs, event-driven, middleware) to deliver seamless data flows across ITSM, monitoring, identity, contact centre and business systems. • Lead proof-of-concepts and pilots (AI/ML, automation, RPA, chatbot, autoremediation) to validate value and operational readiness. • Define technical requirements, acceptance criteria and implementation plans for introducing or optimizing tools; drive technical governance with Novo Nordisk and HCL Tech internal delivery teams. • Provide hands-on guidance during implementation: integrations, configurations, scripting, performance and failover design

Skill Requirements

Ensure solutions meet security, privacy and compliance requirements (data residency, access controls, auditability) relevant to the customer’s needs. • Drive adoption of AI capabilities (LLMs, RPA, intelligent routing, predictive triage, agent assist) to reduce manual effort and enable zero-touch scenarios. • Produce architecture artefacts, runbooks, runbooks for incident/resolution flows, and technical handover documentation. • Mentor and upskill supplier engineering and operations teams; act as escalation point for complex technical issues. • Engage with third-party vendors and internal stakeholders to align licensing, roadmap and change-control activities.

Other Requirements

Required Skills • 10–12+ years in IT architecture, infrastructure operations, software engineering or similar with significant enterprise-level architecture experience. • Deep practical knowledge of ITSM platforms, incident/CMDB processes, and tool ecosystems (e.g., ServiceNow, other major ITSM/contact centre platforms) and how they integrate across the stack. • Strong understanding of ITIL practices and how to operationalize them in tool design and process automation. • Experience with contact centre technologies, DEX/end-user experience tooling, remote support platforms and telephony/cloud communications. • Proven hands-on experience designing integrations (REST/SOAP APIs, webhooks, message queues), automation frameworks, and scripting (Python, PowerShell, JS or similar). • Practical experience applying AI/ML and automation (LLMs, RPA, chatbots, agent assist, predictive analytics) to improve service desk outcomes. • Strong cloud and on-prem architecture experience (Azure/AWS/GCP), identity & access management, networking and security controls. • Excellent troubleshooting, performance and scalability design skills. • Strong stakeholder management and communication skills; able to translate business needs into technical solutions. • Experience working with large enterprise customers and supplier-delivery models