Technical Solution Consultant, Principal
Skills
About the role
Description
The Technical Principal Consultant for Automation, Tooling & ITSM Integration is a senior technical leader within Managed Services responsible for designing, governing, and operating API-driven integrations between Infor enterprise platforms and customer ITSM systems.
This role owns the end-to-end integration architecture, enabling seamless flow of cases and operational data across from the customer ITSM environments. The consultant ensures integrations are scalable, resilient, secure, and aligned to customer operational workflows and SLAs.
In parallel, the role drives automation, scripting, and workflow orchestration to reduce manual effort, improve ticket quality, and enable intelligent operations through event-driven automation and using AI/ML capabilities
The consultant will leverage deep expertise in automated workflows, scripting, RPA, and AI‑assisted tooling. They will transform business processes using digital workflows, automated scripting, telemetry, and governance frameworks to increase efficiency, reduce operational cost, and drive intelligent decision-making
A Typical Day in the Life Includes:
ITSM Integration Architecture & Ownership
Define and own end-to-end ServiceNow integration architecture with customer ITSM systems, including:
Case related details and integration patterns
Bi-directional data exchange (create, update, resolve, comments etc.)
Design and implement API-first integration frameworks leveraging REST, webhooks, middleware, and event streams.
Establish standards for:
Data mapping and transformation
Ticket enrichment and normalization
Error handling, retry logic, and resiliency
Ensure alignment with ITSM workflows, including ticket lifecycle automation and SLA adherence
Lead integration with monitoring platforms to enable automated case creation and contextual ticketing
API Engineering & Integration Design
Architect and implement scalable API integration solutions across:
o ServiceNow
o ERP platforms (Infor preferred)
o Monitoring and observability tools
Define reusable integration patterns and accelerators:
o Event-driven integration
o Message queuing and async processing
o API gateway and security controls
Evaluate and rationalize integration tooling, APIs, and data pipelines
Partner with customer IT teams to ensure compatibility with their ITSM implementations and governance models
Automation, Scripting & Workflow Orchestration
Design and build automation workflows and scripts to:
o Automate ticket creation, updates, and routing
o Drive remediation and resolution workflows
o Eliminate repetitive operational tasks
Develop automation using: Python, JavaScript, PowerShell, Shell
Implement:
o Self-service capabilities
o Auto-remediation workflows
o Runbook automation
Integrate automation across:
o ServiceNow workflows
o Monitoring platforms
o ERP systems and APIs
Tooling Strategy & DevOps Integration
Integrate APIs and automation pipelines with:
o Observability tools (Splunk, Dynatrace, Datadog, ELK, etc.)
o CI/CD pipelines and DevOps toolchains
Standardize tooling to improve integration consistency and operational efficiency
Support AI-driven automation use cases such as:
o Predictive alerting
o Intelligent incident routing
Leadership & Collaboration
Act as technical authority for ITSM integrations and automation strategy
Partner with:
o Customer ITSM teams
o ServiceNow platform owners
o Internal operations and delivery teams
Lead workshops to:
o Define integration requirements
o Identify automation and agentic opportunities
o Timely delivery of API integration, automation and AI projects
Mentor engineers and drive best practices in API design, automation, and integration governance
Basic Qualifications:
Advance scripting in: Python, JavaScript, PowerShell, Shell scripting
Experience with: Workflow orchestration, Automated remediation and RPA, Playwright and event-driven automation
DevOps & CI/CD: GitHub, Jenkins, Ansible, Chef, pipeline automation
Hands‑on expertise with API life cycle management, security, and system integrations.
Preferred Qualifications:
(Integrated as a single, cohesive requirement rather than a breakdown by category.)
10 to 15 years of experience in:
o API integration and enterprise system design
o ServiceNow and ITSM integrations
o Automation and scripting in Managed Services or enterprise IT
Proven experience:
o Designing large-scale, multi-system integrations
o Driving automation to reduce operational overhead
o Leading cross-functional technical initiatives
About Infor
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
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