Key Skills: ServiceNow, Solution Architect, Pre-Sales, itsm, KPI, AI/ML, Generative AI
Roles and Responsibilities:
- Architect AI-first / GenAI-enabled Service Desk solutions using virtual agents, agent assist, conversational AI, and automation
- Design AI-led triage, resolution guidance, ticket summarization, and knowledge creation, including self-help, self-heal, and contact deflection use cases
- Define practical GenAI adoption across the Service Desk lifecycle with measurable productivity, SLA, and experience improvements while aligning to enterprise security, data privacy, and responsible AI standards
- Lead Service Desk delivery-led solutioning by designing realistic support models, including staffing, shifts, skill pyramids, and escalation paths
- Demonstrate ground-level understanding of SLAs, KPIs, XLAs, service credits, incident/request/major incident/knowledge/quality processes, and operational risks
- Use data analysis (volume trends, AHT, MTTR, backlog, deflection, CSAT) to drive solution assumptions, productivity baselines, and automation/AI benefit cases
- Lead Service Desk solutioning for RFPs, outsourcing, renewals, and transformation deals, including Target Operating Models (TOMs), global delivery strategies, and AI/automation roadmaps
- Support commercial solutioning including FTE modeling, productivity levers, automation-led cost optimization, and outcome- or experience-linked constructs where applicable
Skills Required:
- 8 - 12 years of IT Service / Service Desk experience
- Hands-on experience in Service Desk delivery / operations, including SLA/KPI management, reporting, and service stability
- Prior experience as Solution Architect or Pre-sales Lead for Service Desk services
- Proven exposure to AI / GenAI and automation applications in IT support
- Strong analytical mindset with comfort in data-driven solutioning
- Strong written and verbal communication
- ITIL v4 certified (preferred); ServiceNow or AI-related certifications are a plus
Education: Bachelor's degree in Computer Science, Information Technology, or related field
