Senior Lead Systems Operations Engineer-ITSM AI Specialist

Wells Fargo•Raleigh, NC

1d•Hybrid

About The Position

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. This individual will serve as a hands-on solution design leader and trusted advisor, partnering with Product Owners, developers, architects, platform teams, and governance stakeholders to apply the right pattern for the right problem. The role requires strong practical knowledge of AI/ML/GenAI concepts, experience translating business or operational workflows into scalable solution designs, and the judgment to determine when agentic AI is appropriate versus when simpler analytical, deterministic, or API-based approaches are the better solution. The ideal candidate combines digital product leadership, AI solution design, experimentation, and coaching skills, and is able to accelerate product teams that are still building fluency in AI design patterns and implementation approaches.

Requirements

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
Hands-on experience with experimentation, prototyping, or practical implementation of AI-enabled capabilities.

Nice To Haves

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
Experience defining 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.

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.