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Senior ServiceNow ITSM Architect with AI & ITAM exposure

1 month, 2 weeks ago
Estonia, Egypt, Saudi Arabia, United Arab Emirates, India
Full-time
Senior
AI Engineer
DevOps and Infrastructure
Agile Generative AI JavaScript Machine Learning
Apply Now
Muller

Muller

Muller's Solutions is a fast-moving tech company that offers a diverse range of solutions, including SAP resourcing, tech recruitment, and outsourcing services. With a global talent pool and locations in Berlin, Dubai, Riyadh, and Cairo, we help client...

Internet Software & Services
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Description

  • Design end-to-end AI-enabled ServiceNow architectures across Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM).
  • Translate business pain points into practical AI use cases (deflection, automation, prediction, optimization) and define AI adoption roadmaps aligned with operational maturity and data readiness.
  • Architect and implement Service Desk AI capabilities including Virtual Agent/conversational AI, GenAI-based knowledge search and response drafting, Predictive Intelligence for classification/routing/prioritization, and AI-driven incident deflection and auto-triage to optimize MTTR, FCR, deflection rate, and CSAT.
  • Design AI-assisted FSM capabilities such as intelligent work order intake/enrichment, technician assignment based on skills/availability/location, and AI-supported mobile experiences to improve first-time-fix rate, SLA compliance, and resource utilization.
  • Lead AI-supported ITAM/SAM/HAM initiatives and CMDB intelligence efforts, ensuring CMDB quality aligned with CSDM and designing AI use cases for asset lifecycle optimization, license compliance/spend optimization, and predictive risk/anomaly detection.
  • Oversee discovery, normalization, and reconciliation processes for accurate asset and configuration data.
  • Configure and govern platform components including Now Assist/GenAI, Flow Designer and automation frameworks, and AI guardrails, security, and data privacy controls while ensuring scalable, supportable, and upgrade-safe solutions.
  • Collaborate with platform engineers on integrations and performance optimization.
  • Lead architecture and design workshops with business and IT stakeholders, act as trusted advisor to senior management and service owners, guide implementation teams, review deliverables for quality and alignment, and support pre-sales and solution presentations when required.

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.
  • Experience delivering FSM and/or field operations solutions.
  • Experience with ITAM / SAM / CMDB-heavy programs and overseeing discovery/normalization/reconciliation.
  • 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 lifecycle management tools (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 an innovative work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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