Senior AI-Driven ITSM Systems Architect

Jobtailor; North Carolina; On-site; USD 140,000 - 200,000; Full time

Job summary

Jobtailor in the United States seeks an senior AI/ITSM Architect to design and accelerate AI-enabled capabilities across incident, change, and problem management. You will translate complex business needs into practical AI solutions and guide governance and cross-functional teams in enterprise environments.

You will influence senior leaders on AI strategy, prototype and pilot evaluation, and ensure responsible AI usage while partnering with engineering and governance stakeholders.

Qualifications

• 7+ years in Systems Engineering, Technology Architecture, or equivalent.
• Experience designing or enabling AI in an enterprise setting.
• Experience translating business needs into technology solutions.
• Experience working across product, engineering, architecture, and governance stakeholders.
• Hands-on experimentation and prototyping of AI-enabled capabilities.

Responsibilities

• Partner with the ITSM Product Manager to design AI-enabled capabilities across Incident, Change, and Problem Management.
• Translate business processes and user interactions into AI-enabled designs.
• Evaluate patterns across deterministic automation, predictive models, generative AI, and APIs.
• Define and implement AI use cases improving customer effort and operational outcomes.
• Develop architecture recommendations and pilot measurement approaches.
• Coach Product Owners and development teams on AI/ML/GenAI concepts.

Skills

AI Solution Design

Machine Learning

Generative AI

Cross-Functional Leadership

API Integration

Solution Architecture

Tools

ServiceNow

AI/ML Tools

Analytics Platforms

Integration Frameworks

Job description

Jobtailor in the United States seeks an senior AI/ITSM Architect to design and accelerate AI-enabled capabilities across incident, change, and problem management. You will translate complex business needs into practical AI solutions and guide governance and cross-functional teams in enterprise environments.

You will influence senior leaders on AI strategy, prototype and pilot evaluation, and ensure responsible AI usage while partnering with engineering and governance stakeholders.