Senior Lead Systems Operations Engineer-ITSM AI Specialist
Wells FargoResponsibilities
- Partner with the ITSM Product Manager to design and accelerate AI-enabled capabilities across Incident, Change, Problem, SACM, Business Application Management, and Service Level 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 patterns across deterministic automation, predictive models, generative AI, agentic AI, analytics, and APIs or integrations.
- Define and implement AI use cases that improve customer effort, operational outcomes, and risk controls.
- Produce architecture recommendations, use-case assessments, design patterns, implementation guidance, pilot recommendations, and measurement approaches.
- Conduct hands-on experimentation and prototype evaluation to validate feasibility, value, and operational fit.
- Coach Product Owners and development teams on AI/ML/GenAI concepts, design patterns, and implementation tradeoffs.
- Partner with engineering, architecture, platform, governance, and senior leadership stakeholders to guide scalable, supportable, and compliant implementations.
- Establish repeatable AI design patterns and accelerate deployment of multiple AI capabilities across the ITSM portfolio.
Requirements
- 7+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, or 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 with product, engineering, architecture, and governance stakeholders.
- Experience evaluating multiple solution patterns, including workflow automation, analytics, machine learning, generative AI, agentic AI, and API or integration-based approaches.
- Ability to influence strategy, guide implementation decisions, and produce tangible solution artifacts for complex technical and business problems.
- Hands-on experience with experimentation, prototyping, or practical implementation of AI-enabled capabilities.
- Strong knowledge of ITSM practices is preferred, particularly Incident, Problem, Change, SACM, Business Application Management, or Service Level Management.
- Experience with ServiceNow, preferably in ITSM or AI-related platform capabilities, is preferred.
- Working knowledge of classification, clustering, similarity modeling, predictive techniques, generative AI, agentic AI, orchestration, tool usage, and prompt design considerations.
- Ability to balance business value, operational practicality, risk management, and enterprise governance when designing AI-enabled solutions.
- Ability to coach and upskill product and development teams with early AI maturity.
- Strong problem-solving, architectural judgment, written communication, and verbal communication skills.
- Ability to work across broad stakeholder groups and operate as an individual contributor with influence, coaching, and advisory responsibilities.
Benefits
- Hybrid work schedule; telecommuting is not available.
- Relocation assistance is not available.
- The position is not eligible for visa sponsorship.
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About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. Relevant military experience is considered for veterans and transitioning service men and women. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.© 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.