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Senior Lead Systems Operations Engineer – ITSM AI Specialist
Wells Fargo. Design and accelerate AI-enabled capabilities across the ITSM product portfolio, initially focusing on Incident, Change, and Problem Management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and implementing AI-enabled solutions within IT Service Management, focusing on Incident, Change, and Problem Management. Capable of translating business needs into technology solutions while guiding cross-functional teams and influencing AI strategy.
Highest-signal resume keywords
AI Solution DesignMachine Learning ImplementationGenerative AI KnowledgeIT Service Management PracticesCross-Functional Team Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Systems EngineeringTechnology ArchitectureWorkflow AutomationPredictive ModelingPrototypingSolution DesignAI-Enabled CapabilitiesAPI IntegrationRisk ManagementSuccess Measurement
Soft Skills
Strong Problem-Solving SkillsInfluencing StrategyCoaching and UpskillingWritten and Verbal Communication
Tools & Technologies
ServiceNowAI/ML ToolsGenerative AI PlatformsAgentic AI Solutions
Industry Keywords
IT Service ManagementEnterprise EnvironmentGovernanceCross-Functional TeamsOperational Outcomes
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Design and accelerate AI-enabled capabilities across the ITSM product portfolio, initially focusing on Incident, Change, and Problem Management
- Translate business processes, workflow activities, and user interactions into practical AI-enabled solution designs
- Evaluate and recommend solution patterns across deterministic automation, predictive models, generative AI, agentic AI, and traditional integrations or APIs
- Define and implement AI use cases improving customer effort, operational outcomes, and risk controls
- Develop architecture recommendations, use-case assessments, design patterns, implementation guidance, pilot recommendations, and measurement approaches
- Conduct hands-on experimentation and prototype evaluation
- Coach Product Owners and development teams on AI/ML/GenAI concepts and implementation tradeoffs
- Guide teams in selecting appropriate probabilistic and AI-assisted solutions
- Prevent overuse or misuse of agentic AI
- Partner with engineering, architecture, platform, and governance stakeholders to ensure scalable, supportable solutions aligned with enterprise standards
- Influence senior leaders and cross-functional partners on AI strategy, implementation options, risks, and business outcomes
- Support deployment of multiple AI capabilities across six ITSM offerings and establish repeatable patterns
Requirements
What you’ll need- 7+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, or education
- Experience designing, implementing, or enabling AI, machine learning, generative AI, or intelligent automation solutions in an enterprise environment
- Experience in solution design, technical product management, or architecture-related work translating business needs into technology solutions
- Experience working across cross-functional teams including product, engineering, architecture, and governance stakeholders
- Experience evaluating and applying workflow automation, analytics, machine learning, generative AI, agentic AI, and API/integration-based approaches
- Ability to influence strategy, guide implementation decisions, and produce tangible solution artifacts
- Hands-on experience with experimentation, prototyping, or practical implementation of AI-enabled capabilities
- Strong knowledge of IT Service Management practices is desired
- Experience with ServiceNow is desired
- Working knowledge of machine learning concepts including classification, clustering, similarity modeling, and predictive techniques is desired
- Working knowledge of generative AI and agentic AI concepts is desired
- Experience designing AI-enabled solutions balancing business value, operational practicality, and risk management is desired
- Ability to coach and upskill Product Owners and development teams is desired
- Strong problem-solving skills and architectural judgment is desired
- Experience defining success measures for AI-enabled solutions is desired
- Strong written and verbal communication skills is desired
- Experience operating in complex, highly governed enterprise environments is desired
- Ability to work across Product Owners, developers, architects, governance partners, and senior leaders
- Ability to operate as an individual contributor with influence, coaching, and advisory responsibilities
- Must work in a hybrid schedule; telecommuting is not an option
- Not eligible for visa sponsorship
Benefits
Comp & perks- Hybrid work schedule
- Equal opportunity employment
- Medical accommodation available during the application or interview process
- Drug-free workplace