Remote

Senior ServiceNow ITSM Architect with AI & ITAM exposure

1/18/2026

The role involves designing and delivering AI-enabled ServiceNow solutions across ITSM, FSM, and Asset Management. It also includes leading architecture workshops and acting as a trusted advisor for senior management.

Working Hours

40 hours/week

Company Size

51-200 employees

Language

English

Visa Sponsorship

About The Company

At Müller's Solutions, we believe in empowering businesses to leap forward, and our mission is to provide top-tier tech services that fuel your growth. Our services include SAP Implementation & Support, Tech Recruitment, and Tech Outsourcing. We are your dedicated partners, providing a unique blend of technical expertise, global reach, and a commitment to exceptional service. Global Reach: With offices in Berlin, Riyadh, Dubai, and Cairo, our global presence is more than just a point on a map. It's the backbone of our ability to deliver the best solutions and talent to you, wherever you are. Our geographical dispersion grants us access to a vast and diverse talent pool across Europe, Asia, Africa, and the Middle East. This means we can swiftly and efficiently connect you with the right talent and the right solutions, no matter where you are.

About the Role

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 Responsibilities1. 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 QualificationsEducation

• 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.

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.

Why Join Us:

Opportunity to work with a talented and passionate team.

Competitive salary and benefits package.

Exciting projects and innovative work environment.

Key Skills

ServiceNowAIITSMFSMITAMPredictive IntelligenceGenAISolution ArchitectureIncident ManagementAsset ManagementAutomationStakeholder EngagementConfigurationGovernanceAgileScripting