Müller's Solutions

Senior ServiceNow ITSM Architect, AI, ITAM

Müller's Solutions

full-time

Posted on:

Location Type: Remote

Location: Saudi Arabia

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Job Level

Senior

Tech Stack

ITSMServiceNow

About the role

  • As ServiceNow AI & ITSM Solution Architect at Müller Solutions, responsible for designing, leading, and delivering AI-enabled ServiceNow solutions across Service Desk (ITSM), Field Service Management (FSM), and Asset Management (ITAM/SAM/HAM).
  • Owns end-to-end solution architecture, ensuring that ServiceNow AI capabilities are effectively aligned with business processes.
  • Acts as the primary technical and functional authority for AI-driven ServiceNow transformations.
  • Design end-to-end AI-enabled ServiceNow architectures across ITSM, FSM, and Asset Management.
  • Translate business pain points into practical AI use cases.
  • Define AI adoption roadmaps aligned with operational maturity and data readiness.
  • Ensure alignment with ITIL v4, ServiceNow best practices, and platform governance.
  • Architect and implement Virtual Agent & conversational AI, GenAI-based knowledge search, and 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.
  • Lead AI-supported ITAM / SAM / HAM initiatives, ensuring high-quality CMDB aligned with CSDM standards.
  • Collaborate with platform engineers on integrations and performance optimization.

Requirements

  • 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.
  • ServiceNow certifications in ITSM, ITAM, or related areas. (Preferred)
  • Experience with machine learning and AI applications within enterprise IT environments. (Preferred)
  • Familiarity with Agile methodologies and tools to manage development lifecycles effectively. (Preferred)
  • Skills in scripting and building integrations using ServiceNow APIs or other automation technologies. (Preferred)
Benefits
  • Opportunity to work with a talented and passionate team.
  • Competitive salary and benefits package.
  • Exciting projects and innovative work environment.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNowAI-enabled solutionsITSMFSMITAMSAMGenAIPredictive Intelligencescriptingintegrations
Soft Skills
leadershipcollaborationcommunicationproblem-solvingstrategic thinkingtechnical authoritysolution designbusiness analysisproject managementstakeholder engagement
Certifications
ServiceNow ITSM certificationServiceNow ITAM certificationServiceNow certifications