Senior Lead Systems Operations Engineer-ITSM AI Specialist

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.

Responsibilities

• 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

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

• 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

• Ability to define 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