Enterprise Service Management (ESM) Solution Architect

Myriad360

2d•$140,000 - $160,000•Remote

About The Position

As an Enterprise Service Management (ESM) Solution Architect, you'll lead customers through every phase of their transformation journey—from discovery and strategy to solution architecture, implementation oversight, and long-term roadmap planning. Working closely with executives, IT leaders, HR, facilities, security, and operational teams, you'll design scalable service management ecosystems that align people, processes, and technology. You'll leverage industry best practices and modern Enterprise Service Management platforms to improve operational efficiency, automate workflows, and support enterprise-wide digital transformation initiatives. This role blends consulting, enterprise architecture, solution design, and technical leadership to deliver measurable business outcomes for our customers. Must be based in the United States. Travel is expected up to 40%.

Requirements

Think strategically while remaining technically hands-on
Translate business challenges into scalable technical solutions
Understand both enterprise technology and operational processes
Build trusted relationships with executive and technical stakeholders
Communicate complex ideas with clarity and confidence
Lead collaborative workshops and facilitate organizational change
Stay current on emerging technologies, automation, and AI capabilities
Take ownership of customer outcomes and long-term success
7+ years designing Enterprise Service Management solutions
Experience implementing enterprise ITSM platforms
Strong consulting and customer-facing experience
Experience leading business and technical discovery workshops
Strong understanding of ITIL best practices
Experience with workflow automation initiatives
Experience designing enterprise integrations
Excellent written, verbal, and presentation skills
Ability to communicate effectively with executive leadership and technical teams
Experience with CMDB
Experience with Discovery
Experience with Asset Management
Experience with Service Catalog
Experience with Knowledge Management
Experience with Incident Management
Experience with Change Management
Experience with Problem Management
Experience with Request Fulfillment
Experience with Workflow Automation
Experience with AI-assisted Service Management
Experience with REST APIs
Experience with Microsoft Power Automate
Experience with Azure Logic Apps
Experience with Identity providers (Microsoft Entra ID, Okta, Ping Identity)
Experience with Microsoft 365 ecosystem
ITIL Foundation (Required)

Nice To Haves

Experience with ServiceNow
Experience with Atlassian Jira Service Management
Experience with Freshservice
Experience with Ivanti Neurons
Experience with HaloITSM
Experience with BMC Helix
Experience with ManageEngine ServiceDesk Plus
ITIL Managing Professional
ServiceNow Certified System Administrator
ServiceNow Certified Implementation Specialist
Atlassian Certified Professional
Freshservice Administrator Certification
PMP
Agile and Scrum certifications
TOGAF
Experience in Enterprise IT Operations
Experience in Managed Services
Experience in Digital Workplace
Experience in Cloud Operations
Experience in Security Operations (SecOps)
Experience in DevOps and Platform Engineering
Experience in Enterprise Architecture
Experience in AI and Automation initiatives
Experience in Large-scale IT transformation programs

Responsibilities

Lead discovery workshops with executive and technical stakeholders
Understand customer business objectives and operational challenges
Assess Enterprise Service Management and ITSM maturity
Identify opportunities for process optimization and workflow automation
Develop strategic transformation roadmaps aligned to business goals
Deliver executive presentations and solution recommendations
Design scalable Enterprise Service Management solutions leveraging platforms such as ServiceNow, Atlassian Jira Service Management, Freshservice, Ivanti, HaloITSM, ManageEngine, and other leading Enterprise Service Management platforms
Architect solutions supporting Incident Management, Request Management, Change Enablement, Problem Management, Knowledge Management, Asset Management, Configuration Management (CMDB), Service Catalog, Workflow Automation, Employee Service Delivery, HR Service Delivery, Facilities Management, Customer Service Management, AI-powered Service Management, Self-Service Portals, and Virtual Agents
Design enterprise-scale architectures including CMDB strategy and governance, Service Catalog architecture, Configuration Item (CI) modeling, Discovery and dependency mapping, Asset lifecycle management, Workflow automation, Integration architecture, Identity management integrations, REST API integrations, Reporting and executive dashboards, and Platform governance models
Produce High-Level and Low-Level Solution Designs
Define implementation standards and architectural best practices
Provide implementation oversight throughout delivery
Guide consulting and engineering teams
Conduct architecture and design reviews
Participate in quality assurance activities
Support complex customer escalations
Mentor consultants and technical architects
Evaluate and modernize business processes including IT Operations, Service Desk, Employee Onboarding, Change Approvals, Procurement, Asset Lifecycle Management, Facilities Requests, Security Operations, Software Request Workflows, and Business Service Delivery
Recommend automation strategies that improve efficiency, reduce manual effort, and enhance user experiences
Support account teams throughout customer engagements
Conduct technical discovery sessions
Lead platform demonstrations
Develop Statements of Work (SOWs)
Create project effort estimates
Participate in RFP responses
Present executive-level solution recommendations

Benefits

Unlimited Paid Time Off (PTO)
Incentive compensation plans for all employees
Company-funded 401k contributions
Zero-cost employer-covered health insurance
Annual BYOD (Bring Your Own Device) reimbursement up to $500
Paid Parental Leave
Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume