| Role: Automation Architect | Platform: Workato |
| Industry: Enterprise Technology | Duration: ~6 Months |
Overview
Built a Workato automation layer connecting Jira, Slack, and ServiceNow to streamline IT ticket routing, escalation, and status communication — reducing mean time to resolution across the IT support team.
What I Built
- Jira ticket generation triggered directly from custom Slack slash commands and modals
- Automatic ServiceNow incident creation and bi-directional linking for critical P1/P2 issues
- Real-time two-way comment and status synchronization between Jira and ServiceNow
- Interactive Slack channel notifications providing one-click ticket assignments and escalations
- Automated weekly metrics and resolution digest reports posted to the IT leadership Slack channel
Architecture
Leveraged Workato’s real-time webhook event triggers across all three platforms combined with conditional rule-based routing. The integration dynamically maps ticket priorities, categorizations, and assignment groups, using state checks to prevent duplicate notifications and circular updates.
Tech Stack
Outcome: Reduced average ticket acknowledgment time by ~60%. Eliminated manual copy-paste between Jira and ServiceNow for P1 incidents.