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Senior ServiceNow ITSM Architect with AI & ITAM exposure at Müller`s Solutions.  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 Responsibilities. 1. 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 Qualifications. Education. • 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.. Company Location: United Arab Emirates.