Senior Lead Systems Operations Engineer-ITSM AI Specialist

About this role:

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.

In this role, you will:

* 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.

Required Qualifications:

* 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…