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Industry Principal I

Date Posted: Oct 13, 2026
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Job Detail

  • location_on
    Location Noida, Uttar Pradesh, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level: Entry Level
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026
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Job Description

Job Summary

Key Responsibilities

  • Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
  • Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
  • Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
  • Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
  • Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
  • Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

  • ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
  • Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
  • Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
  • Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
  • Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
  • Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
  • Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
  • Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
  • Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Key Responsibilities

Key Responsibilities

  • Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
  • Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
  • Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
  • Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
  • Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
  • Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

  • ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
  • Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
  • Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
  • Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
  • Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
  • Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
  • Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
  • Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
  • Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Skill Requirements

Other Requirements

Source: HCLTech careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

HCLTech
HCLTech · Noida, Uttar Pradesh, India
4,246 open roles

HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More

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