XPT Software Australia Pty Ltd | Contract
Servicenow ITSM/ITOM
Melbourne,Sydney, Australia |
XPT SoftwareAustralia PTY Ltd, incorporated in ****, 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.
Job Description
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
.
Strong 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 (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales