Lead AI-driven IT Service Management (ITSM) Engineer

About this role:
Wells Fargo is seeking a Lead AI-driven IT Service Management (ITSM) Engineer (Lead Specialty Software Engineer), as part of the Wealth & Investment Management Technology. Learn more about the career areas and lines of business at wellsfargojobs.com.
The ideal candidate should possess a strong background in AI and generative AI technologies. This role is responsible for optimizing the L1 and ITSM activities within the Wealth Management organization, leveraging Wells Fargo approved AI solutions to enhance service delivery, optimize operations, and drive innovation.
In this role, you will:

• Lead complex initiatives on selected domains
• Ensure systems are monitored to increase operational efficiency and managed to mitigate risk
• Define opportunities to maximize resource utilization and improve processes while reducing cost
• Lead, design, develop, test and implement applications and system components, tools and utilities, models, simulation, and analytics to manage complex business functions using sophisticated technologies
• Resolve coding, testing and escalated platform issues of a technically challenging nature
• Lead team to ensure compliance and risk management requirements for supported area are met and work with other stakeholders to implement key risk initiatives
• Mentor less experienced software engineers
• Collaborate and influence all levels of professionals including managers
• Lead team to achieve objectives
• Partner with production support and platform engineering teams effectively

Required Qualifications:

• 5+ years of Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of experience with IT Service Management

Desired Qualifications:

• Strong understanding of ITIL and other ITSM frameworks, methodologies, and best practices
• Experience with AI/ML and familiarity with Copilot, Tachyon
• Excellent strategic thinking, problem-solving, and decision-making abilities
• Outstanding leadership, communication, and interpersonal skills
• Ability to work collaboratively with diverse teams and stakeholders
• Strong project management capabilities, with the ability to manage multiple initiatives simultaneously
• Results-oriented mindset with a focus on delivering high-quality outcomes

Job Expectations:

• Ability to work additional hours as needed
• Position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Job Locations:

• 1525 WWT Harris Blvd. Charlotte, North Carolina 28262
• 300 S Brevard St., Charlotte, North Carolina 28202
• 194 Wood Ave S. Iselin, New Jersey 08830

NC- Charlotte Pay Range: $120,400 - 250,000 Annually
NJ- Iselin Pay Range: $126,400 - 262,600 AnnuallyPay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$120,400.00 - $287,600.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:
27 Jul 2025
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.