Senior ServiceNow ITSM Architect, AI, ITAM
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Job Description
ServiceNow Architect responsible for AI-enabled solutions in ITSM and ITAM at Müller Solutions. Leading transformations and ensuring alignment with business processes and ITIL practices.
Responsibilities:
- As ServiceNow AI & ITSM Solution Architect at Müller Solutions, responsible for designing, leading, and delivering AI-enabled ServiceNow solutions across Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM).
- Owns end-to-end solution architecture, ensuring that ServiceNow AI capabilities are effectively aligned with business processes.
- Acts as the primary technical and functional authority for AI-driven ServiceNow transformations.
- Design end-to-end AI-enabled ServiceNow architectures across ITSM, FSM, and Asset Management.
- Translate business pain points into practical AI use cases.
- Define AI adoption roadmaps aligned with operational maturity and data readiness.
- Ensure alignment with ITIL v4, ServiceNow best practices, and platform governance.
- Architect and implement Virtual Agent & conversational AI, GenAI-based knowledge search, and predictive intelligence for classification, routing, and prioritization.
- Enable AI-driven incident deflection, auto-triage, and resolution recommendations.
- Optimize KPIs including MTTR, FCR, deflection rate, and CSAT.
- Lead AI-supported ITAM / SAM / HAM initiatives, ensuring high-quality CMDB aligned with CSDM standards.
- Collaborate with platform engineers on integrations and performance optimization.
Requirements:
- 8–12+ years of ServiceNow implementation experience.
- Minimum 5 years in a Solution Architect or Lead Consultant role.
- Proven experience delivering:
- ITSM implementations at scale
- FSM and/or field operations solutions
- ITAM / SAM / CMDB-heavy programs.
- Hands-on exposure to ServiceNow AI capabilities, including GenAI and Predictive Intelligence.
- ServiceNow certifications in ITSM, ITAM, or related areas. (Preferred)
- Experience with machine learning and AI applications within enterprise IT environments. (Preferred)
- Familiarity with Agile methodologies and tools to manage development lifecycles effectively. (Preferred)
- Skills in scripting and building integrations using ServiceNow APIs or other automation technologies. (Preferred)
Benefits:
- Opportunity to work with a talented and passionate team.
- Competitive salary and benefits package.
- Exciting projects and innovative work environment.
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