Description

Architect AI-first Service Desk solutions and lead pre-sales solutioning for ServiceNow-based ITSM transformations.

This role is on-site.

Responsibilities

• Design AI-led triage, resolution guidance, and automation strategies using virtual agents and conversational AI.
• Lead Service Desk delivery-led solutioning for RFPs, renewals, and transformation deals, including Target Operating Models.
• Define practical GenAI adoption across the Service Desk lifecycle, aligning with enterprise security and responsible AI standards.
• Use data analysis (AHT, MTTR, backlog, CSAT) to drive solution assumptions and automation benefit cases.
• Support commercial solutioning including FTE modeling, productivity levers, and outcome-linked constructs.

Required Skills

• 8+ years of IT Service or Service Desk experience with hands-on delivery or operations background.
• Proven experience as a Solution Architect or Pre-sales Lead for Service Desk services.
• Strong proficiency in ServiceNow and ITSM processes (incident, request, knowledge, quality).
• Deep understanding of SLAs, KPIs, XLAs, service credits, and operational risks.
• Experience designing AI/ML and Generative AI applications in IT support contexts.
• Ability to design realistic support models, including staffing, shifts, and escalation paths.
• Bachelor's degree in Computer Science, Information Technology, or related field.

Preferred Skills

• ITIL v4 certification.
• ServiceNow or AI-related professional certifications.

Key Skills

Education

Any Graduate