IT AI and Automation Analyst
Sprinklr · India - Haryana - Gurgaon
Sprinklr is hiring an IT AI and Automation Analyst in India - Haryana - Gurgaon.
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 — enabli
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
About Sprinklr
Required Automation & Systems Capability