- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
- We have 120+technocrats in Australia working at our clientlocations.
- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

ServiceNow ITSM & AI Architect

Position Overview

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

The candidate will work closely withbusiness stakeholders, IT leadership, enterprise architects, and technicalteams to identify AI opportunities, define the target architecture, and deliverscalable solutions that improve service efficiency, automation, userexperience, and operational outcomes.

Key Responsibilities

- Lead the architecture, design, and implementation of ServiceNowITSM solutions across enterprise environments.
- Drive AI-led transformation initiatives across ITSMprocesses 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:
- Change Management
- Request Management
- Knowledge Management

- Define enterprise architecture and roadmap for integrating AIcapabilities with ServiceNow ITSM.
- Evaluate and recommend AI use cases that deliver measurableimprovements in service quality, productivity, and operational efficiency.
- Design solutions for AI-assisted incident resolution,intelligent ticket classification, summarization, knowledgerecommendations,



virtual agents, and automated service operations.
- Collaborate with business stakeholders and IT leadership tounderstand current-state processes, pain points, and future-staterequirements.
- Lead architecture workshops and translate business requirementsinto scalable technical solutions.
- Establish architecture standards, design principles, governanceframeworks, 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, FlowDesigner, IntegrationHub, AI capabilities, and orchestration.
- Support architecture governance, technical design reviews, riskassessments, estimation, and program planning.
- Develop executive-level presentations and recommendations forAI-driven ITSM transformation.
- Mentor technical teams and promote adoption of AI and automationbest practices.

Must-Have Skills

- Strong ServiceNow ITSM experience.
- Proven experience as a ServiceNow Architect / Solution Architect/ Technical Architect.
- Strong understanding of:
- Change Management
- Request Management
- Knowledge Management
- Service Catalog

- Hands-on or architectural experience with ServiceNow AIcapabilities.
- Robust understanding of Generative AI / AI / Machine Learningconcepts.
- Experience identifying and implementing AI use cases within ITSM.
- Robust enterprise architecture and solution design skills.
- Experience with ServiceNow integrations and APIs.
- Strong stakeholder management and communication skills.
- Experience leading architecture workshops and transformationprograms.

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📌 Servicenow ITSM/ITOM (City of Sydney)
🏢 XPT Software
📍 City of Sydney