Track Manager - IT Operations Management, RESTful API, Angular

Job Summary

Moveworks Developer & Support Engineer Role Summary Responsible for development, integration, and production support of Moveworks platform to enable AI-driven automation and enhance employee support experience. The role focuses on building scalable workflows, ensuring platform stability, and driving automation adoption across Service Desk operations. Key Responsibilities Development & Integration Design and develop Moveworks workflows (Agent Studio: actions, plugins, listeners) Build and maintain integrations with: Service Now (ITSM workflows, catalog) Microsoft Teams (chat interface) Enterprise systems (Azure AD, SCCM/Intune, APIs) Translate use cases into automated conversational experiences Deployment & Lifecycle Management Manage end-to-end deployment lifecycle (Dev → UAT → Production) Perform configuration, testing, and rollout of bot use cases Ensure stable and secure deployment aligned to enterprise standards Production Support & Operations Provide L2/L3 support for Moveworks platform Troubleshoot workflow failures, integration issues, and bot responses Monitor performance, ensure SLA adherence, and resolve incidents Platform Optimization & Automation Improve automation rates and user experience (deflection, resolution speed) Maintain knowledge integrations (KB, FAQs, Share Point) Identify and implement new automation opportunities Governance & Compliance Ensure secure integrations and policy compliance Maintain documentation, runbooks, and audit artifacts Skills & Experience Technical Moveworks Agent Studio / similar chatbot platforms REST APIs, Webhooks, integrations Service Now ITSM knowledge Microsoft Teams & Azure AD integration Scripting (Python / JavaScript) Functional Service Desk / ITSM domain knowledge Automation & AI-driven support experience Strong troubleshooting and problem-solving Experience 4–8+ years in ITSM / Automation / Chatbot development Experience with enterprise AI chatbot platforms preferred

Key Responsibilities

1. Architect and implement automation solutions using Service Now ITOM modules, ensuring seamless integration with enterprise systems via REST/SOAP APIs.

2. Lead the development of custom dashboards and interactive user interfaces using AngularJS to enhance operational visibility and reporting.

3. Provide expert technical guidance to resolve complex incidents and problems in IT operations management workflows, ensuring alignment with client SLAs.

4. Design and optimize data exchange processes between Service Now ITOM and external platforms using REST/SOAP APIs for reliable information flow.

5. Drive continuous improvement initiatives by analyzing operational metrics and identifying automation opportunities within the Service Now ITOM ecosystem.

6. Mentor and guide project teams in adopting best practices for Service Now development, API integration, and front-end automation, fostering knowledge sharing and professional growth.

7. Collaborate with stakeholders to translate business requirements into robust technical solutions, ensuring process innovation and alignment with organizational goals.

Skill Requirements

1. Excellent Skills In Designing And Integrating Rest/Soap Apis For Enterprise Scale Solutions.

2. Advanced Proficiency In Angularjs For Developing Dynamic Interfaces And Custom Dashboards.

3. Strong Understanding Of It Operations Management Concepts And Process Optimization.

4. Excellent Analytical And Problem Solving Abilities, With A Proactive Approach To Continuous Improvement.

5. Advanced Ability To Mentor And Technically Lead Teams In Tools And Automation Projects.

Other Requirements

1. Service Now Certified Implementation Specialist � ITOM (recommended).

2. Service Now Certified Application Developer (optional but valuable).

3. ITIL Foundation Certification (optional but valuable)