# Senior ServiceNow ITSM Architect with AI & ITAM exposure

> Müller`s Solutions · Riyadh, Saudi Arabia (Remote) · — · Posted 2026-01-18

**Workplace:** remote

## Description

As **ServiceNow AI & ITSM Solution Architect** at Müller Solutions you will be responsible for designing, leading, and delivering AI-enabled ServiceNow solutions across **Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM)**.

  
The role owns the end-to-end solution architecture, ensuring that **ServiceNow AI capabilities** (including GenAI and Predictive Intelligence) are effectively aligned with business processes, data foundations, and measurable operational outcomes.

This position acts as the **primary technical and functional authority** for AI-driven ServiceNow transformations.

### Key Responsibilities

### 1\. Solution Architecture & AI Strategy

-   Design end-to-end **AI-enabled ServiceNow architectures** across ITSM, FSM, and Asset Management.
-   Translate business pain points into **practical AI use cases** (deflection, automation, prediction, optimization).
-   Define AI adoption roadmaps aligned with operational maturity and data readiness.
-   Ensure alignment with **ITIL v4**, ServiceNow best practices, and platform governance.

### 2\. Service Desk (ITSM) AI Enablement

-   Architect and implement:

-   Virtual Agent & conversational AI
-   GenAI-based knowledge search and response drafting
-   Predictive Intelligence for classification, routing, and prioritization

-   Enable AI-driven incident deflection, auto-triage, and resolution recommendations.
-   Optimize KPIs including **MTTR, FCR, deflection rate, and CSAT**.

### 3\. Field Service (FSM) AI Enablement

-   Design AI-assisted work order intake and enrichment.
-   Enable intelligent technician assignment based on skills, availability, and location.
-   Implement AI-supported mobile experiences for field engineers (guided diagnostics, summaries).
-   Improve **first-time-fix rate, SLA compliance, and resource utilization**.

### 4\. Asset Management & CMDB Intelligence

-   Lead AI-supported **ITAM / SAM / HAM** initiatives.
-   Ensure high-quality CMDB aligned with **CSDM** standards.
-   Design AI use cases for:

-   Asset lifecycle optimization
-   License compliance and spend optimization
-   Predictive risk and anomaly detection

-   Oversee discovery, normalization, and reconciliation processes.

### 5\. Platform Configuration & Governance

-   Configure and govern:

-   Now Assist / GenAI capabilities
-   Flow Designer and automation frameworks
-   AI guardrails, security, and data privacy controls

-   Collaborate with platform engineers on integrations and performance optimization.
-   Ensure scalable, supportable, and upgrade-safe solutions.

### 6\. Stakeholder Engagement & Delivery Leadership

-   Lead architecture and design workshops with business and IT stakeholders.
-   Act as the trusted advisor for senior management and service owners.
-   Guide implementation teams and review deliverables for quality and alignment.
-   Support pre-sales activities, solution presentations, and value justification when required.

### Required Qualifications

### Education

• Design and implement comprehensive ITSM solutions on the ServiceNow platform, focusing on the use of AI capabilities to improve service efficiency and user experience.

• Lead the development and configuration of IT Asset Management modules, ensuring integration with ITSM processes.

• Collaborate with business units to gather requirements, conduct gap analyses, and define functional specifications for ITSM and ITAM initiatives.

• Provide technical leadership and guidance to project teams, ensuring adherence to best practices and architectural standards.

• Oversee the deployment of AI-driven initiatives to automate service requests, incident management, and asset tracking.

• Stay current with emerging technologies and trends in ITSM, AI, and ITAM to recommend improvements and innovations.

## Requirements

**Qualifications:**

• 8–12+ years of ServiceNow implementation experience.

Minimum 5 years in a **Solution Architect or Lead Consultant** role

**Proven experience delivering:**

-   ITSM implementations at scale
-   FSM and/or field operations solutions
-   ITAM / SAM / CMDB-heavy programs

Hands-on exposure to **ServiceNow AI capabilities**, including GenAI and Predictive Intelligence 

**Preferred Qualifications:**

• ServiceNow certifications in ITSM, ITAM, or related areas.

• Experience with machine learning and AI applications within enterprise IT environments.

• Familiarity with Agile methodologies and tools to manage development lifecycles effectively.

• Skills in scripting and building integrations using ServiceNow APIs or other automation technologies.

## Benefits

Why Join Us:

Opportunity to work with a talented and passionate team.

Competitive salary and benefits package.

Exciting projects and innovative work environment.

## Apply

[Apply at Müller`s Solutions](https://apply.workable.com/mullers-solutions-1/j/561FFA1FD9/apply)

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