Description

Key Skills: ServiceNow, Solution Architect, Pre-Sales, itsm, KPI, AI/ML, Generative AI

Roles and Responsibilities:

• 8 - 12 years of IT Service / Service Desk experience
• Hands-on experience in Service Desk delivery / operations, including SLA/KPI management, reporting, and service stability
• Prior experience as Solution Architect or Pre-sales Lead for Service Desk services
• Proven exposure to AI / GenAI and automation applications in IT support
• Strong analytical mindset with comfort in data-driven solutioning
• Strong written and verbal communication
• ITIL v4 certified (preferred); ServiceNow or AI-related certifications are a plus

Skills Required:

• Architect AI-first / GenAI-enabled Service Desk solutions using virtual agents, agent assist, conversational AI, and automation
• Design AI-led triage, resolution guidance, ticket summarization, and knowledge creation, including self-help, self-heal, and contact deflection use cases
• Define practical GenAI adoption across the Service Desk lifecycle with measurable productivity, SLA, and experience improvements while aligning to enterprise security, data privacy, and responsible AI standards
• Lead Service Desk delivery-led solutioning by designing realistic support models, including staffing, shifts, skill pyramids, and escalation paths
• Demonstrate ground-level understanding of SLAs, KPIs, XLAs, service credits, incident/request/major incident/knowledge/quality processes, and operational risks
• Use data analysis (volume trends, AHT, MTTR, backlog, deflection, CSAT) to drive solution assumptions, productivity baselines, and automation/AI benefit cases
• Lead Service Desk solutioning for RFPs, outsourcing, renewals, and transformation deals, including Target Operating Models (TOMs), global delivery strategies, and AI/automation roadmaps
• Support commercial solutioning including FTE modeling, productivity levers, automation-led cost optimization, and outcome- or experience-linked constructs where applicable

Education: Bachelor's degree in Computer Science, Information Technology, or related field

Key Skills

Education

Any Graduate