IT AI and Automation Analyst

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.  By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.  Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.  Job Description Responsibilities - AI & Automation Enablement Responsibilities  • Design, build, and maintain AI-driven support workflows using Microsoft Copilot and related platforms  • Develop and manage Copilot Studio agents integrated with ITSM, asset management, IT catalog, and request management systems  • Build Power Automate flows and API-based automations to reduce repetitive Tier 1 and Tier 2 support tasks  • Integrate internal systems via APIs and connectors to enable conversational IT support and self-service experiences  • Identify high-volume ticket patterns and propose scalable automation solutions  • Maintain and optimise automation scripts, workflows, and AI prompt structures  • Monitor chatbot and automation performance using usage analytics and continuously improve effectiveness  • Ensure governance, auditability, and security controls are applied to all automation implementations  • Research emerging AI tools relevant to IT operations and propose pilot initiatives  • This role is expected to spend a meaningful portion of time driving automation initiatives alongside core support responsibilities.    Core IT Service Desk Responsibilities  • Local support of the Gurgaon office on site 5 days a week  • Global support of all Sprinklr users  • Tracking and documenting all support activities within the ITSM platform  • Supporting macOS, Windows, AV, and enterprise software including Microsoft 365, Adobe, and cloud SaaS applications  • Laptop provisioning, inductions, hardware troubleshooting, and repair  • Conference room, telephony, printer, and office network support  • Application deployment, upgrades, and performance troubleshooting  • Endpoint management and antivirus security enforcement  • Supporting high-level events and proactive monitoring of meeting rooms  • Onboarding and offboarding support including device preparation, access provisioning, and secure asset return  • Collaborating with cross-regional IT teams on escalated issues  • Maintaining SOPs, knowledge base documentation, and user guides  • Supporting VIP users and executives with high-priority service  • Coordinating with IT vendors    About You - • 5+ years’ experience in IT Support or IT Operations within an enterprise environment  • Strong hands-on experience supporting macOS, Windows, and Microsoft 365  • Experience with JAMF Pro and enterprise device lifecycle management  • Experience supporting senior stakeholders and executives  Required Automation & Systems Capability  • Hands-on experience building automations using Power Automate, scripting, or workflow platforms  • Practical experience working with APIs, connectors, or system integrations including authentication concepts and data flows  • Experience contributing to ITSM improvements, service catalog automation, or self-service enablement  • Ability to analyse ticket t