ServiceNow ITSM & AI Architect

Position Overview

We are looking for an experienced ServiceNow ITSM & AI Architect to lead and drive AI-led transformation initiatives across IT Service Management processes. The ideal candidate will have strong expertise in ServiceNow ITSM, AI/GenAI capabilities, enterprise architecture, and IT process transformation, with the ability to align AI solutions with business and ITSM objectives.

The candidate will work closely with business stakeholders, IT leadership, enterprise architects, and technical teams to identify AI opportunities, define the target architecture, and deliver scalable solutions that improve service efficiency, automation, user experience, and operational outcomes.

Key Responsibilities

- Lead the architecture, design, and implementation of ServiceNow ITSM solutions across enterprise environments.

- Drive AI-led transformation initiatives across ITSM processes and operations.

- Identify opportunities to leverage AI, Generative AI, automation, and machine learning to improve IT service management.

- Align AI capabilities with ITSM processes including:

- Incident Management

- Problem Management

- Change Management

- Request Management

- Knowledge Management

- Service Level Management

Define enterprise architecture and roadmap for integrating AI capabilities with ServiceNow ITSM.
Evaluate and recommend AI use cases that deliver measurable improvements in service quality, productivity, and operational efficiency.
Design solutions for AI-assisted incident resolution, intelligent ticket classification, summarization, knowledge recommendations, virtual agents, and automated service operations.
Collaborate with business stakeholders and IT leadership to understand current-state processes, pain points, and future-state requirements.




Lead architecture workshops and translate business requirements into scalable technical solutions.
Establish architecture standards, design principles, governance frameworks, security controls, and best practices for AI-enabled ITSM.
Design integrations between ServiceNow and enterprise AI, cloud, data, monitoring, and automation platforms.
Assess AI solutions for security, privacy, scalability, performance, reliability, and responsible AI considerations.
Provide technical leadership to ServiceNow developers, consultants, business analysts, and implementation teams.
Review and approve solution designs, integration patterns, technical specifications, and implementation approaches.
Define automation opportunities using ServiceNow workflows, Flow Designer, IntegrationHub, AI capabilities, and orchestration.
Support architecture governance, technical design reviews, risk assessments, estimation, and program planning.
Develop executive-level presentations and recommendations for AI-driven ITSM transformation.
Mentor technical teams and promote adoption of AI and automation best practices.

Must-Have Skills

- Strong ServiceNow ITSM experience.

- Proven experience as a ServiceNow Architect / Solution Architect / Technical Architect.

- Robust understanding of:

- Incident Management

- Problem Management

- Change Management

- Request Management

- Knowledge Management

- Service Catalog

- Service Level Management

Hands-on or architectural experience with ServiceNow AI capabilities.
Strong understanding of Generative AI / AI / Machine Learning concepts.
Experience identifying and implementing AI use cases within ITSM.
Strong enterprise architecture and solution design skills.
Experience with ServiceNow integrations and APIs.
Solid stakeholder management and communication skills.
Experience leading architecture workshops and transformation programs.

📌 Servicenow ITSM/ITOM (Melbourne)
🏢 Xpt Software Australia
📍 Melbourne