Title:  IT Specialist

Job Description

Aramark’s IT Enterprise Shared Services (ESS) team is seeking a highly experienced and visionary Senior Agentic AI Specialist to lead the strategic integration of agentic AI into IT service delivery and ServiceNow capabilities. This role will drive transformational improvements to how enterprise services are requested, fulfilled, and continuously improved—enhancing speed, accuracy, and user satisfaction across our global service footprint.
You will be responsible for architecting and operationalizing intelligent, human-in-the-loop automation across key workflows, leveraging large language models (LLMs), machine learning, process mining, and ServiceNow’s AI capabilities to deliver measurable outcomes.

Job Responsibilities

Core Job Duties/Responsibilities

Reporting to the Aramark Enterprise Shared Services Leader and accountable to the Business Unit Sector CIO’s, this role will work closely with the respective line of business Technology service managers and resources. 

The role is accountable for:
Strategic Leadership
•    Define and champion the AI-powered service transformation strategy aligned with ESS’s “ServiceFirst! Ways of Working” model.
•    Translate enterprise goals into actionable AI and automation roadmaps focused on service effectiveness, efficiency, and experience.
•    Partner closely with ServiceNow Product Owners, Service Experience leaders, and service line managers to identify high-impact use cases.
AI Solution Design & Delivery
•    Lead the design, development, and deployment of agentic AI solutions (e.g., virtual agents, autonomous workflows, predictive insights) across ServiceNow and related platforms.
•    Apply human-centered design and Lean methodologies to ensure AI solutions solve real user problems and are continuously refined through feedback.
•    Design prompt frameworks, training datasets, and feedback loops for LLM agents integrated with ServiceNow Virtual Agent, Aisera, or similar platforms.
ServiceNow Optimization
•    Collaborate with ServiceNow architects and developers to embed intelligent agents into existing and new workflows (e.g., request fulfillment, incident triage, knowledge management).
•    Use process mining and service analytics to identify inefficiencies, bottlenecks, and automation opportunities.
•    Drive continuous improvement initiatives using AI-based monitoring and prediction of service performance.

Governance & Adoption
•    Establish frameworks for ethical AI use, risk mitigation, and explainability in service environments.
•    Develop training, communication, and change management plans to drive awareness and adoption across IT teams and business stakeholders.
•    Mentor and upskill internal teams on the effective use of agentic AI tools and platforms.
•    Coach and mentor peers to build internal capability around service experience design and ServiceFirst! practices.

In addition, this role will:

•    Be expected to play a leadership role for the broader technology community at Aramark.  Acting as a role model and coach for others on how service to drive business results.  

•    Proactively engage the executive leadership team on service strategy, challenges, opportunities and business innovation.
•    
Serve as principal talent manager by ensuring that Aramark across its business and functions develops a pipeline of highly skilled service-oriented leaders capable of executing the company’s service strategies.
•    
Coach technology leaders and extended staff to maximize their effectiveness and long-term development on service-related competencies.

•    Maintain full administrative responsibility for transformation including business case, budgets, staffing, administration, planning, etc.

Qualifications

•    Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (Master’s preferred).

•    7+ years of experience in IT service management, enterprise automation, or AI/ML solution delivery.

•    Deep hands-on experience with ServiceNow, including AI/ML and Virtual Agent components.

•    Demonstrated success in deploying agentic AI or autonomous workflows in a complex enterprise environment.

•    Strong understanding of LLMs, prompt engineering, orchestration agents, and reinforcement learning from human feedback (RLHF).

•    Proven track record applying Lean, Agile, or Six Sigma methods to drive measurable process improvement.

•    Preferred:
o    Experience working with Aisera, OpenAI, or similar AI service platforms. 
o    Familiarity with enterprise shared services models (e.g., HR, Finance, IT) and how they operate.
o    Excellent communication, storytelling, and change leadership skills.
o    Passion for human-centered innovation and data-driven decision-making.
•    Experience with IT Service management (ITSM) and Lean 6 Sigma. Experience with Human Centered Design (HCD). Expertise is service blueprinting, journey mapping, and user research tools and methods. Strong facilitation, stakeholder engagement and change leadership skills. 

The performance and personal competencies required for the position:

Thought Leadership
Strong business acumen and executive presence. Understand all parts of the organization, and
their interdependencies and apply that knowledge to influence strategy and make
decisions. 

Setting Strategy
Quickly build a track record of thinking beyond the technical function to the broader, big-picture
strategic needs of the company. Develop the functional organization’s vision, translating it into
both short- and long-term plans. Create effective strategies and business plans to focus IT on the
key business priorities. Consider the long-term consequences and implications of actions and
decisions for the organization. Provide strategic direction by assessing and managing the risks and
opportunities associated with industry trends.

Executing for Results
Sponsor continuous improvement programs, recognizing opportunities to simplify organizational
processes and create efficiencies. Anticipate and ensure that the appropriate resources and
structures are in place to support short- and long-term business goals. Create effective
metrics to support fact-based opinions and drive results.

Leading Teams
Ensure current and future organizational talent needs are met by leading in recruiting, hiring, developing, coaching, and mentoring others. Create a high-performance culture by clearly communicating high expectations and regularly evaluating others’ job performance against specific standards. Motivate teams by leading by example, actively rewarding strong performance and recognizing their efforts.

Building Relationships and Using Influence
Leverage outstanding interpersonal skills to build effective relationships with internal and external stakeholders. Communicate and interact effectively with others by collaborating and cooperating, even with those holding divergent and/or opposing views and goals. Model respect to people from all backgrounds and organization levels, by seeking and including different thinking styles, cultures, and perspectives.

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.