Solution Architect (OTM Expert)

ServiceNow • Addison, TX

33d

About The Position

This Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNow's OT solutions based on leading practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification). The Solution Architect will bring architectural guidance, business acumen in the technology industry, along with deep product expertise, innovation, and knowledge capital to our customers and partners

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Industry domain expertise in ITOM ServiceNow modules. This would cover areas such as event management, discovery, CMDB and Service Graphs Connectors.
• Familiarity with Purdue Model and ISA-95/IEC 62443 segmentation concepts.
• Familiarity with virtualization and hypervisors (VMware ESXi, Hyper-V, KVM)
• Deep understanding of ICS/OT protocols (Modbus, DNP3, IEC 60870-5-104, OPC UA/DA, Profinet, EtherNet/IP, Siemens S7, BACnet, etc.)
• Working knowledge of NERC CIP, NIST CSF, ISA/IEC 62443, C2M2 or industry-specific frameworks
• Understanding of security zoning, segmentation, and zero-trust concepts in OT
• Experience configuring network data feeds (mirror ports, taps, ERSPAN) and validating data visibility
• 8+ years experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Creative with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.
• Vast and varied experience across leading Technology software platforms
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks), while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions
• Capable of developing visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude
• Experience conducting solutions presentations and obtaining customer acceptance to solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• ServiceNow Certifications: Certified System Administrator (required or must be achieved within the first 60 days)
• At least 2 relevant Certified Implementation Specialist certifications (required or must be achieved within the first 90 days).

Nice To Haves

• Controls engineering or OT network security background a plus.
• Certified Technical Architect (required or must be achieved within the first 365 days)

Responsibilities

• Support pre-sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, Sales Account Executives, and Partner Sales Organizations
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes, focused on inter-connectivity between Workflow applications and a Customer's technology landscape, while informing customer on governance best practices
• Interacts with senior leadership or even CXO roles to support discussions related to their implementation roadmap and change management best practices for implementing applications within a Workflow
• Design and deliver ServiceNow OTM solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Establish mutually beneficial relationships with a OTM's product owners and stakeholders, to promote awareness of Workflow Solutions capabilities and roadmaps
• Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes
• Promotes continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings
• Maintain skills / certifications on ServiceNow Certified Implementation Specialists (CIS) that can include Discovery, Event Management or CMDB Fundamental for ServiceNow ITOM or OT product capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees