Solutions Architect - Operational Excellence

You will be part of a global team responsible for IT Service Management Integration (ITSMI), collaborating with colleagues across Europe and Asia. The team focuses on the ownership, continuous improvement and execution of key IT processes, while managing the ITSM platform (ServiceNOW), supporting integration oversight of service providers and the service transition of new applications.

This position will be based in Frankfurt.

What you will do

• Own the end-to-end ServiceNow platform, including observability and event-management architecture, spanning ITSM, ITOM, ITAM, Security Operations and enterprise workflows; define and continuously evolve the platform vision, roadmap, architectural guardrails, and target state
• Lead the evolution toward a cloud native, SaaS first, API driven ecosystem, integrating observability, monitoring, DevOps / DevSecOps, and enterprise tooling to improve automation and resilience
• Drive AI, GenAI, and Agentic AI adoption, enabling predictive operations, autonomous remediation, intelligent service desks, knowledge automation, and end-to-end workflow orchestration, aligned with enterprise AI standards
• Design and govern AI-enabled architecture, including data flows, integrations, security controls, explainability, and human-in-the-loop mechanisms to ensure responsible and auditable AI usage
• Partner with Product Owners, Process Owners, Enterprise Architecture, and Cloud teams to industrialize AI use cases, embedding GenAI and agent-based capabilities into standard operating models rather than isolated pilots
• Act as product-centric delivery leader, accountable for demand intake, backlog prioritization, high level solution design, and value driven execution using Agile-at-scale and OKR-based prioritization
• Serve as architectural and delivery counterpart to external service providers and outsourcing partners, ensuring quality, accountability, and alignment with platform standards and operating models
• Enable continuous service improvement by driving workflow optimization, automation, and simplification across Incident, Problem, Change, and Request processes
• Lead stakeholder engagement across IT and business functions, including Enterprise Architecture, Security, Compliance, Finance, Procurement, and senior management
• Ensure strong governance of the ServiceNow platform, covering testing, release management, documentation, standards, licensing, cost optimization, and KPI-driven value realization
• Act as subject matter expert for audits and compliance, providing evidence, addressing findings, and supporting regulatory and internal assurance activities
• Produce executive-level decision papers, status reporting, risk assessments, and recommendations to support strategic planning and investment decisions
• Oversee ServiceNow licensing, consumption tracking, and cost optimization in collaboration with other teams, * We empower our employees by ensuring flexible work arrangements that maintain a balance between performance, productivity, career development and personal priorities (e.g., hybrid model/ flexible working hours)
• Securing your future: Access to company pension/savings plans
• Family support (relocation/ childcare facilities)
• Company share purchasing plan
• Mental health and wellbeing programs
• Mobility solutions (Jobrad bike leasing, subvention Jobticket)
• Career opportunities within the entire Allianz Group
• Self-guided learning development
• Volunteering time
• … and so much more!

Do you have experience in ServiceNow?, * Degree in Information Technology, Computer Science, Engineering, or equivalent practical experience

• 8+ years in enterprise IT platforms, IT service management, or digital operations
• 5+ years of hands-on experience architecting and operating the ServiceNow platform
• Strong expertise in ServiceNow architecture and workflow design, project management, including ITSM processes, automation, integrations, and event driven patterns
• Proven experience integrating ServiceNow with observability, DevOps / DevSecOps, cloud platforms, and API-based toolchains
• Demonstrated experience with AI engineering and AI-enabled service management, including:
• GenAI-powered workflows (e.g. virtual agents, intelligent routing, knowledge automation)
• Predictive and AI-assisted workflows and automation in operations
• Practical exposure to Agentic AI, such as autonomous or semi-autonomous agents for remediation or workflow execution, including governance and human-in-the-loop controls
• ServiceNow Certified Technical Architect (CTA), validating enterprise-scale ServiceNow platform architecture, governance, integrations, and operating model design
• ServiceNow AI / Generative AI platform expertise or certification (e.g. Now Assist, ServiceNow AI Platform, AI Control Tower), demonstrating hands-on experience designing and governing GenAI and workflow-embedded AI capabilities at enterprise scale
• Working knowledge of ServiceNow CSDM at an architectural level, enabling consistent service and workflow design across the ServiceNow platform
• Experience defining platform roadmaps, architectural guardrails, and reference patterns
• Strong ability to translate architectural and AI decisions into business value and executive-level communication
• Experience working with external service providers and managed-service partners
• Experience working in global, multicultural teams
• Fluency in English both written and spoken; German is a plus

Preferred:

• ServiceNow experience and certifications in ITOM, AIOps, Security Operations, Integration Hub or others
• Certifications or hands-on experience in AI engineering, GenAI, cloud AI services, or Responsible AI
• ITIL certification with practical workflow experience
• Certifications or proven expertise in leading observability and monitoring platforms (e.g. Datadog, Dynatrace, Prometheus/Grafana), supporting event-driven integrations, AIOps, and closed loop automation with ServiceNow
• Certification or advanced practical experience with enterprise work management and DevOps tooling (e.g. Atlassian Jira), enabling seamless workflow integration across ITSM, DevOps, and product teams
• Enterprise AI / Agentic AI architecture certification (e.g. Microsoft Certified: Agentic AI Business Solutions Architect or equivalent), indicating capability to design autonomous, multi-agent, and governed AI solutions integrated across cloud, platform, and enterprise tooling
• Experience in regulated environments (e.g. financial services) and familiarity with DORA, VAIT, KAIT

Pulled from the full job description

• Flexible schedule

About Allianz Global Investors Allianz Global Investors is a leading active asset manager, managing assets for individuals, families, and institutions worldwide. Our shared goal to shape a future of opportunity for our clients is foundational to our culture and our values. We look to attract, and actively nurture, individuals with the drive to achieve excellence at every stage of the investment experience. We believe an inclusive culture is key to a flourishing workforce. Not only do we celebrate the broad range of experiences, backgrounds, and attributes that our workforce brings, but we support our people to live and work in a way that promotes their own wellbeing. Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our clients first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our clients and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture.