Gen AI Architect
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Role: Gen AI Architect
Location: 100% Remote
Duration: 9+ Months
As the GenAI Architect for ITSM, you will lead the design, development, and implementation of generative AI solutions to transform traditional IT Service Management processes. This role focuses on leveraging large language models (LLMs), neural networks, and advanced AI workflows to automate ITSM tasks, enhance self-service capabilities, predict IT incidents, and optimize knowledge management.
Responsibilities
Architect generative AI solutions for ITSM use cases, including but not limited to incident resolution, predictive analytics, automated ticket summarization, and self-service chatbots.
Integrate GenAI with ITSM platforms (e.g., ServiceNow) and enterprise systems (Dynatrace, Tanium, Next think) using APIs, web services, and custom scripting (JavaScript, Python).
Develop LLM-driven workflows trained on ITSM datasets (tickets, alerts, CMDB, knowledge bases) to enable real-time, context-aware responses.
Automate 80%+ of repetitive IT tasks (password resets, VPN configurations, incident triage) using GenAI-powered workflows.
Implement AI-driven monitoring to predict and mitigate system outages, reducing mean time to resolution (MTTR) by 40 60%.
Design no-code automation interfaces for non-technical teams to deploy AI solutions independently.
Ensure AI models are trained on bias-free datasets and comply with ITIL 4 policies, standards (ISO 20000), data privacy regulations (HIPAA), and organizational security standards (ISO 27001).
Conduct risk assessments for AI-generated content and integrations to prevent data leaks or biased outcomes.
Partner with ITSM managers, DevOps teams, and stakeholders to align AI initiatives with business goals.
Mentor developers and engineers in GenAI best practices, including code reviews, architectural standards, and LLM fine-tuning.
Lead pilot programs for emerging GenAI tools (e.g., ServiceNow Now Assist Skills) and measure ROI through KPIs like user adoption rates and cost savings.
Stay ahead of AI trends (e.g., GANs, VAEs, RAG) and evaluate their applicability to ITSM challenges.
Qualifications
Bachelor s/Master s in Computer Science, AI, or related field.
7+ years in ITSM/ITOM, with 3+ years specializing in AI/ML solutions.
Proven track record deploying GenAI chatbots, predictive analytics, or automation workflows in enterprise environments.
Hands-on experience with ServiceNow (ITSM, ITOM, ITAM modules) and integrations (AWS, Azure, LDAP/SSO).
Expertise in Python, JavaScript, REST/SOAP APIs, and vector databases for AI embeddings.
Familiarity with NLP frameworks (TensorFlow, PyTorch) and LLM fine-tuning techniques.
Certifications: ServiceNow Certified System Administrator, ITIL 4, or AI/ML certifications (AWS, Google Cloud).
Strategic thinker, strong communicator, and adept at translating technical concepts for non-technical stakeholder
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Role: Gen AI Architect
Location: 100% Remote
Duration: 9+ Months
As the GenAI Architect for ITSM, you will lead the design, development, and implementation of generative AI solutions to transform traditional IT Service Management processes. This role focuses on leveraging large language models (LLMs), neural networks, and advanced AI workflows to automate ITSM tasks, enhance self-service capabilities, predict IT incidents, and optimize knowledge management.
Responsibilities
Architect generative AI solutions for ITSM use cases, including but not limited to incident resolution, predictive analytics, automated ticket summarization, and self-service chatbots.
Integrate GenAI with ITSM platforms (e.g., ServiceNow) and enterprise systems (Dynatrace, Tanium, Next think) using APIs, web services, and custom scripting (JavaScript, Python).
Develop LLM-driven workflows trained on ITSM datasets (tickets, alerts, CMDB, knowledge bases) to enable real-time, context-aware responses.
Automate 80%+ of repetitive IT tasks (password resets, VPN configurations, incident triage) using GenAI-powered workflows.
Implement AI-driven monitoring to predict and mitigate system outages, reducing mean time to resolution (MTTR) by 40 60%.
Design no-code automation interfaces for non-technical teams to deploy AI solutions independently.
Ensure AI models are trained on bias-free datasets and comply with ITIL 4 policies, standards (ISO 20000), data privacy regulations (HIPAA), and organizational security standards (ISO 27001).
Conduct risk assessments for AI-generated content and integrations to prevent data leaks or biased outcomes.
Partner with ITSM managers, DevOps teams, and stakeholders to align AI initiatives with business goals.
Mentor developers and engineers in GenAI best practices, including code reviews, architectural standards, and LLM fine-tuning.
Lead pilot programs for emerging GenAI tools (e.g., ServiceNow Now Assist Skills) and measure ROI through KPIs like user adoption rates and cost savings.
Stay ahead of AI trends (e.g., GANs, VAEs, RAG) and evaluate their applicability to ITSM challenges.
Qualifications
Bachelor s/Master s in Computer Science, AI, or related field.
7+ years in ITSM/ITOM, with 3+ years specializing in AI/ML solutions.
Proven track record deploying GenAI chatbots, predictive analytics, or automation workflows in enterprise environments.
Hands-on experience with ServiceNow (ITSM, ITOM, ITAM modules) and integrations (AWS, Azure, LDAP/SSO).
Expertise in Python, JavaScript, REST/SOAP APIs, and vector databases for AI embeddings.
Familiarity with NLP frameworks (TensorFlow, PyTorch) and LLM fine-tuning techniques.
Certifications: ServiceNow Certified System Administrator, ITIL 4, or AI/ML certifications (AWS, Google Cloud).
Strategic thinker, strong communicator, and adept at translating technical concepts for non-technical stakeholder
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job