Senior AI & Automation Architect  

We are seeking an experienced AI & Automation Architect to lead the adoption and practical application of artificial intelligence, intelligent automation, and predictive technologies across our Application Management Services (AMS), Application Development Services (ADS), Service Desk, and End-User/Deskside Support environments. 

This is a senior, hands-on technology leadership role for an individual who has demonstrated real-world experience designing, implementing, and operationalizing AI and automation solutions within complex enterprise IT environments. 

The successful candidate will work across multiple technology and delivery teams to help identify opportunities where AI, machine learning, intelligent automation, analytics, and orchestration can improve the efficiency, quality, reliability, and cost-effectiveness of IT services. The role will combine strategic advisory responsibilities with hands-on technical delivery. 

A key focus of this position will be moving IT operations from a primarily reactive model toward a predictive and proactive operating model using data, AI, automation, and observability to identify potential issues before they impact users or business services and, where appropriate, automatically take corrective action without requiring human intervention. 

The successful candidate will establish best practices and standard approaches, coach and mentor multiple technical teams, help develop AI and automation roadmaps, and actively participate in the design and implementation of solutions. 

This individual must be comfortable working with technical teams, business stakeholders, clients, architects, project managers, business analysts, developers, service desk personnel, and IT operations teams. Strong communication, consulting, facilitation, and relationship-building skills are essential. 

Success in this role will be measured not simply by the number of AI initiatives launched, but by measurable improvements in IT service delivery and business outcomes. 

Key Objectives of the Role 

A major focus will be identifying opportunities to predict future operational events and automatically take action before human intervention is required. The goal is to create increasingly autonomous IT services that can detect emerging problems, determine the appropriate response, execute corrective actions, and verify that the issue has been resolved. 

• Establish and promote enterprise-level AI and automation strategies, standards, patterns, and best practices across Application Management, Application Development, Service Desk, and End-User Computing services. 

• Identify and evaluate opportunities where AI and automation can improve service delivery, reduce operational effort, increase quality, reduce costs, and improve the end-user experience. 

• Help teams transition from reactive incident resolution to predictive, proactive, and self-healing operations. 

• Guide teams in determining where AI is appropriate and where traditional automation, orchestration, analytics, or process improvement may be more effective. 

• Develop repeatable approaches and reference architectures that can be adopted across multiple teams and clients. 

• Provide hands-on technical support to teams implementing AI and automation solutions. 

• Coach architects, developers, analysts, project managers, operations teams, and other technical resources on practical AI and automation capabilities. 

• Assist in evaluating emerging AI technologies and determining their practical applicability within enterprise IT. 

• Demonstrate measurable business and operational value from AI and automation initiatives. 

Key Responsibilities 

The successful candidate will be expected to roll up their sleeves and work directly with delivery teams. The individual should be capable of demonstrating solutions, not simply recommending that others build them. 

• Coaching, mentoring and enablement acting as a trusted technical advisor and coach to multiple delivery teams. 

• Develop and maintain an AI and Automation strategy for IT service delivery and application services, including standard architectures, design patterns, frameworks, and implementation approaches for AI and automation. 

• Assess emerging technologies including generative AI, machine learning, predictive analytics, AI agents, intelligent automation, AIOps, process automation, orchestration, and natural language interfaces. 

• Help establish appropriate AI governance and controls to ensure AI and automation solutions are secure, responsible, reliable, and supportable, considering data privacy, security, confidentiality, and access controls. 

• Work with delivery teams and clients to identify, assess, prioritize, and develop AI and automation use cases.  This may include facilitating discovery workshops and analyzing existing processes to identify repetitive, manual, error-prone, or high-volume activities. 

• Help teams move promising concepts from ideation and proof-of-concept through production implementation.  Provide technical leadership and hands-on assistance in applying AI and automation to application operations and support. 

• Designing and developing prototypes and proof-of-concepts and developing integrations between AI platforms and enterprise systems. 

• Support Application Management Services (AMS) Teams with the following: 

• AI-based detection of application anomalies and emerging issues. 

• Predictive identification of incidents before they become service-impacting events including identification of recurring incidents and opportunities for permanent remediation. 

• Automated correlation of application, infrastructure, and operational events. 

• AI-assisted root-cause analysis. 

• Automated remediation and self-healing for known failure conditions. 

• Predictive identification of capacity, performance, or availability concerns. 

• Intelligent Incident and Problem Management including automated incident classification and prioritization.  Intelligent matching of incidents to historical incidents, known errors, knowledge articles, and potential solutions. 

• AI-assisted problem identification and trend analysis. 

• Automated generation of incident summaries and technical documentation. 

• AI-assisted creation and maintenance of technical documentation. 

• Identification of opportunities to eliminate recurring manual support activities. 

• CI/CD and DevSecOps Automation including AI-assisted code quality and security analysis and automated deployment validation. 

• Support Application Development Services (ADS) Project Teams with the following: 

• AI assistance for requirements analysis and refinement to support Business Analysts in analyzing requirements, creating user stories, identifying gaps, and generating acceptance criteria. 

• AI assistance for developers in code generation, code review, refactoring, documentation, and troubleshooting. 

• AI-assisted technical design and architecture analysis. 

• Automated generation and maintenance of technical documentation. 

• AI Support for Project Managers for AI-assisted project scheduling, tracking, status reporting, predictive identification of schedule and delivery risks, automated meeting summarization, action tracking, and follow-up. 

• Automated test case generation including automated regression testing, automated analysis of test failures. 

• Support Service Desk Team with the following: 

• The objective is to allow Service Desk personnel to spend less time performing repetitive activities and more time addressing complex issues and improving the customer experience. 

• Intelligent Ticket Management including automatic classification and categorization of tickets, intelligent ticket routing to the appropriate resolver group, automated prioritization based on business impact and historical patterns and identification of duplicate or related incidents. 

• Predictive identification of incidents likely to escalate or breach service levels. 

• AI Assistance for Service Desk Agents with real-time troubleshooting assistance, AI-powered recommendations for possible resolutions, automated identification of relevant knowledge articles, intelligent matching of current incidents to historical incidents and successful resolutions. 

• AI-assisted interaction with users to gather required troubleshooting information. 

• Automated creation of incident summaries and resolution documentation. 

• Automating fulfillment of standard requests including automated password/account-related workflows where appropriate. 

• Automated execution of approved remediation procedures. 

• Support Desktop Provisioning and End-User Computing Team with the following: 

• Automatic classification, routing and reconciliation of tickets 

• Predictive Device Management for identification of devices at risk of failure or devices requiring remediation. 

• Identification of devices approaching replacement or refresh requirements. 

• Predicting future hardware inventory requirements to support optimizing inventory levels. 

• Identifying excess or underutilized equipment and improving allocation of available devices. 

• Billing validation through automated analysis, leased device optimization and cost forecasting. 

• Analysis of lease utilization and upcoming expirations. 

• Identification of security anomalies including automated risk scoring and automated containment recommendations. 

Skills and Experience 

• 20+ years of overall Information Technology experience. 

• Significant experience in enterprise IT environments. 

• Demonstrated hands-on experience implementing AI, automation, intelligent automation, AIOps, machine learning, generative AI, or related technologies. 

• Demonstrated experience applying AI and automation to application development, application operations, IT service management, or enterprise technology operations. 

• Experience working across multiple technology teams and complex enterprise environments. 

• Experience providing technical leadership, coaching, mentoring, and architecture guidance. 

• Experience developing roadmaps, business cases, and solution recommendations. 

• Experience with ServiceNow or comparable ITSM platforms. 

• Experience with CI/CD and DevOps tooling. 

• Experience with desktop provisioning and endpoint management. 

• Experience with Service Desk operations. 

• Experience with application modernization and legacy transformation. 

• Strong understanding of how technology operates within complex enterprise environments. 

• Strong problem-solving and troubleshooting skills. 

• Ability to work effectively with developers, architects, analysts, infrastructure engineers, and operations teams. 

• Experience understanding client business and operational challenges and translating business problems into technology opportunities. 

• Excellent written and verbal communication skills including strong interpersonal and relationship-building skills. 

• Strong client-facing and presentation skills. 

• Experience facilitating workshops and discovery sessions. 

• Ability to communicate complex technical concepts in simple business terms. 

• Comfortable working with multiple teams with varying levels of technical maturity. 

• Ability to establish common standards while recognizing that implementation approaches may vary by environment. 

Education 

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Software Engineering, or a related discipline. 

• AI-related professional certifications. 

• ITIL certification or equivalent IT Service Management experience.