Senior ServiceNow ITSM Architect with AI & ITAM exposure

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 enri