Job Description

As

ServiceNow AI & ITSM Solution Architect

at Muller Solutions you will be responsible for designing, leading, and delivering AI-enabled ServiceNow solutions across

Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM)

.



The role owns the end-to-end solution architecture, ensuring that

ServiceNow AI capabilities

(including GenAI and Predictive Intelligence) are effectively aligned with business processes, data foundations, and measurable operational outcomes.


This position acts as the

primary technical and functional authority

for AI-driven ServiceNow transformations.

###

Key Responsibilities

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1. Solution Architecture & AI Strategy

Design end-to-end

AI-enabled ServiceNow architectures

across ITSM, FSM, and Asset Management. Translate business pain points into

practical AI use cases

(deflection, automation, prediction, optimization). Define AI adoption roadmaps aligned with operational maturity and data readiness. Ensure alignment with

ITIL v4

, ServiceNow best practices, and platform governance.
###

2. Service Desk (ITSM) AI Enablement

Architect and implement: + Virtual Agent & conversational AI + GenAI-based knowledge search and response drafting
+ 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

.
###

3. Field Service (FSM) AI Enablement

Design AI-assisted work order intake and enrichment. Enable intelligent technician assignment based on skills, availability, and location. Implement AI-supported mobile experiences for field engineers (guided diagnostics, summaries). Improve

first-time-fix rate, SLA compliance, and resource utilization

.
###

4. Asset Management & CMDB Intelligence

Lead AI-supported

ITAM / SAM / HAM

initiatives. Ensure high-quality CMDB aligned with

CSDM

standards. Design AI use cases for: + Asset lifecycle optimization + License compliance and spend optimization
+ Predictive risk and anomaly detection
Oversee discovery, normalization, and reconciliation processes.
###

5. Platform Configuration & Governance

Configure and govern: + Now Assist / GenAI capabilities + Flow Designer and automation frameworks
+ AI guardrails, security, and data privacy controls
Collaborate with platform engineers on integrations and performance optimization. Ensure scalable, supportable, and upgrade-safe solutions.
###

6. Stakeholder Engagement & Delivery Leadership

Lead architecture and design workshops with business and IT stakeholders. Act as the trusted advisor for senior management and service owners. Guide implementation teams and review deliverables for quality and alignment. Support pre-sales activities, solution presentations, and value justification when required.
###

Required Qualifications

###

Education

Design and implement comprehensive ITSM solutions on the ServiceNow platform, focusing on the use of AI capabilities to improve service efficiency and user experience. Lead the development and configuration of IT Asset Management modules, ensuring integration with ITSM processes. Collaborate with business units to gather requirements, conduct gap analyses, and define functional specifications for ITSM and ITAM initiatives. Provide technical leadership and guidance to project teams, ensuring adherence to best practices and architectural standards. Oversee the deployment of AI-driven initiatives to automate service requests, incident management, and asset tracking. Stay current with emerging technologies and trends in ITSM, AI, and ITAM to recommend improvements and innovations.

Requirements

Qualifications:

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

Preferred Qualifications:

ServiceNow certifications in ITSM, ITAM, or related areas. Experience with machine learning and AI applications within enterprise IT environments. Familiarity with Agile methodologies and tools to manage development lifecycles effectively. Skills in scripting and building integrations using ServiceNow APIs or other automation technologies.

Benefits

Why Join Us:


Opportunity to work with a talented and passionate team.


Competitive salary and benefits package.


Exciting projects and innovative work environment.