Job Description
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 andManufacturingdomains.
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-ledtransformationinitiativesacross IT Service Management processes.
The ideal candidatewill have strong expertise in ServiceNow ITSM, AI/GenAIcapabilities,enterprisearchitecture, 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 delivermeasurableimprovementsin service quality, productivity, and operational efficiency.




Design solutions for AI-assisted incidentresolution,intelligentticket 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,businessanalysts, 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.
Robust understanding of:
Change Management
Request Management
Knowledge Management
Service Catalog
Hands-on or architectural experience with ServiceNow AIcapabilities.
Strong 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 andtransformationprograms.
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📌 Servicenow Itsm/Itom (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales