Senior Lead Systems Operations Engineer-ITSM AI Specialist
Core
Design and accelerate AI-enabled solutions (Incident, Change, Problem Management) for the ITSM product portfolio, acting as a hands-on solution design leader and trusted advisor.
Role type
Senior Lead Systems Operations Engineer (AI Solution Design & Strategy)
Builds
AI capabilities and design patterns for ITSM offerings (Incident, Change, Problem, SACM, etc.)
Domain
IT Service Management (ITSM) / Enterprise AI / Systems Engineering
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Systems Engineering, Technology Architecture, AI/ML/GenAI solution design, Enterprise AI implementation, Cross-functional collaboration, Solution pattern evaluation, Experimentation/Prototyping, Strategic influence, Coaching/Advisory
Preferred skills
ITSM domain expertise (ServiceNow), Machine learning concepts (classification, clustering), Generative AI and Agentic AI concepts, Risk management in AI, Success measure definition
Technologies
ServiceNow, Generative AI, Agentic AI, Machine Learning, APIs, Deterministic Automation
Responsibilities
Design AI-enabled capabilities for ITSM workflows, Translate business processes into AI solution designs, Evaluate solution patterns (deterministic vs AI), Prototype and validate AI feasibility, Coach teams on AI design patterns, Guide teams in adopting probabilistic AI where appropriate, Partner with stakeholders to ensure scalable AI solutions, Influence strategy on AI implementation and risks
Seniority
Senior, hands-on IC with strong influence and coaching responsibilities
