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Wells Fargo
Wells Fargo
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Wells Fargo is a multinational financial services company operating across banking and related financial products. Its hiring landscape includes opportunities for early-career professionals, experienced specialists, and leaders, with an emphasis on collaboration, innovation, and an inclusive workplace culture. The company also highlights development programs designed to support career progression across its broad workforce.
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Senior Lead Systems Operations Engineer, ITSM AI Specialist

Lead the design of AI-enabled incident, change, and problem-management solutions for Wells Fargo’s ITSM portfolio. Advise enterprise product teams across six service-management offerings.

USUnited StatesNCNorth CarolinaTXTexasHybridFull-timeSeniorEnglish RequiredDevOps Engineer
ITSMServiceNow

Description

  • Lead AI capability development across the ITSM portfolio, beginning with Incident, Change, and Problem Management
  • Convert business processes, workflows, and user interactions into practical AI-enabled solution designs
  • Assess and recommend approaches spanning deterministic automation, predictive models, generative AI, agentic AI, and traditional integrations or APIs
  • Define and deliver AI use cases that improve customer effort, operational performance, and risk controls
  • Produce architecture recommendations, use-case evaluations, design patterns, implementation guidance, pilot proposals, and measurement plans
  • Perform hands-on experimentation and assess prototypes
  • Advise Product Owners and development teams on AI, machine learning, and generative AI concepts and tradeoffs
  • Help teams choose suitable probabilistic and AI-assisted technologies
  • Establish safeguards against inappropriate or excessive use of agentic AI
  • Collaborate with engineering, architecture, platform, and governance stakeholders on scalable, supportable solutions that meet enterprise standards
  • Advise senior leaders and cross-functional partners on AI strategy, implementation choices, risks, and business results
  • Help deploy AI capabilities across six ITSM offerings and develop repeatable implementation patterns

Requirements

  • At least seven years of Systems Engineering or Technology Architecture experience, or equivalent experience, training, military service, or education
  • Experience designing, implementing, or enabling enterprise AI, machine learning, generative AI, or intelligent automation solutions
  • Background in solution design, technical product management, or architecture work that converts business needs into technology solutions
  • Experience collaborating with product, engineering, architecture, governance, and other cross-functional teams
  • Experience assessing and applying workflow automation, analytics, machine learning, generative AI, agentic AI, and API or integration approaches
  • Ability to shape strategy, steer implementation decisions, and create concrete solution deliverables
  • Practical experience experimenting with, prototyping, or implementing AI-enabled capabilities
  • Knowledge of IT Service Management practices is preferred
  • ServiceNow experience is preferred
  • Working knowledge of machine learning concepts such as classification, clustering, similarity modeling, and predictive methods is preferred
  • Working knowledge of generative AI and agentic AI concepts is preferred
  • Experience designing AI solutions that balance business value, operational feasibility, and risk management is preferred
  • Ability to coach and develop Product Owners and development teams is preferred
  • Strong problem-solving ability and architectural judgment is preferred
  • Experience establishing success measures for AI-enabled solutions is preferred
  • Strong written and verbal communication skills are preferred
  • Experience working in complex, highly governed enterprise environments is preferred
  • Ability to collaborate with Product Owners, developers, architects, governance partners, and senior leaders
  • Ability to work as an individual contributor while providing influence, coaching, and advisory support
  • Must work a hybrid schedule; telecommuting is unavailable
  • Visa sponsorship is not available

Benefits

  • Hybrid work arrangement
  • Equal opportunity employer
  • Medical accommodations are available during the application or interview process
  • Drug-free workplace

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