Itsm Practice Leader Jobs (NOW HIRING)

About this role:

Wells Fargo is seeking a Senior Lead Systems Operations Engineer-ITSM AI Specialist to support the IT Service Management (ITSM) Product organization in designing and accelerating the adoption of AI-enabled solutions across core service management offerings. This role will work directly with the ITSM Product Manager to identify, design, test, and implement fit-for-purpose AI capabilities across Incident, Problem, Change, Service Asset & Configuration Management (SACM), Business Application Management, and Service Level Management, with an initial emphasis on Incident, Change, and Problem. This individual will serve as a hands-on solution design leader and trusted advisor, partnering with Product Owners, developers, architects, platform teams, and governance stakeholders to apply the right pattern for the right problem. The role requires strong practical knowledge of AI/ML/GenAI concepts, experience translating business or operational workflows into scalable solution designs, and the judgment to determine when agentic AI is appropriate versus when simpler analytical, deterministic, or API-based approaches are the better solution. The ideal candidate combines digital product leadership, AI solution design, experimentation, and coaching skills, and is able to accelerate product teams that are still building fluency in AI design patterns and implementation approaches.

In this role, you will:

• Partner directly with the ITSM Product Manager to design and accelerate AI-enabled capabilities across the ITSM product portfolio, with immediate focus on Incident, Change, and Problem Management
• Translate business processes, workflow activities, and user interactions into practical AI-enabled solution designs, including orchestration patterns, decision points, tools, and implementation approaches
• Evaluate and recommend fit-for-purpose solution patterns across deterministic automation, predictive models, generative AI, agentic AI, and traditional integrations or APIs
• Help define and implement AI use cases that improve customer effort, operational outcomes, and risk controls
• Develop tangible solution artifacts such as architecture recommendations, use-case assessments, design patterns, implementation guidance, pilot recommendations, and measurement approaches
• Conduct hands-on experimentation and prototype evaluation to validate solution feasibility, value, and operational fit
• Coach Product Owners and development teams on AI/ML/GenAI concepts, design patterns, and practical implementation tradeoffs
• Guide teams in moving from deterministic workflow thinking toward appropriate use of probabilistic and AI-assisted solutioning where it adds value
• Prevent overuse or misuse of agentic AI by ensuring teams select the right technology pattern for the problem rather than defaulting to AI-first solutions in all cases
• Partner with engineering, architecture, platform, and governance stakeholders to ensure AI-enabled solutions are scalable, supportable, and aligned with enterprise standards
• Influence senior leaders and cross-functional partners on AI strategy, implementation options, risks, and expected business outcomes within the ITSM product domain
• Support deployment of multiple AI capabilities across the six ITSM offerings, helping establish repeatable patterns that can scale across the product portfolio.

Required Qualifications:

• 7+years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, 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 multiple solution patterns, including workflow automation, analytics, machine learning, generative AI, agentic AI, and API/integration-based approaches
• Demonstrated ability to influence strategy, guide implementation decisions, and produce tangible solution artifacts for complex technical and business problems
• Hands-on experience with experimentation, prototyping, or practical implementation of AI-enabled capabilities.

Desired Qualifications:

• Strong knowledge of IT Service Management (ITSM) practices, preferably across Incident, Problem, Change, SACM, Business Application Management, or Service Level Management
• Experience with ServiceNow, preferably in ITSM and/or AI-related capabilities on the platform
• Working knowledge of machine learning concepts such as classification, clustering, similarity modeling, and predictive techniques, with the ability to apply them appropriately to business problems
• Working knowledge of generative AI and agentic AI concepts, including orchestration, tool usage, prompt design considerations, and implementation tradeoffs
• Experience designing AI-enabled solutions that balance business value, operational practicality, and risk management
• Ability to coach and upskill Product Owners and development teams that are early in their AI maturity
• Strong problem-solving skills and sound architectural judgment, including knowing when a simpler deterministic or API-based approach is preferable to GenAI or agentic AI
• Experience defining success measures for AI-enabled solutions, including user adoption, operational performance, customer effort reduction, and risk/control effectiveness
• Strong written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical stakeholders
• Experience operating in complex, highly governed enterprise environments.

Job Expectations:

• Ability to work across a broad set of stakeholders, including Product Owners, developers, architects, governance partners, and senior leaders
• Ability to operate as an individual contributor with strong influence, coaching, and advisory responsibilities
• This role is expected to be highly hands-on in solution design, experimentation, and implementation guidance, rather than focused primarily on roadmap ownership
• Candidate should be comfortable supporting multiple ITSM offerings simultaneously while helping establish common AI design patterns across the product
• Success in the role will be measured in part by the ability to accelerate deployment of multiple AI capabilities across the ITSM portfolio and improve product team fluency in AI solution design
• Telecommuting is not an option for this position
• This position offers a hybrid work schedule
• Relocation assistance in not available for this position
• This position is not eligible for visa sponsorship.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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