Solution Architect (OTM Expert)

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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

Responsiblities:

• 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. 

To be successful in this role, we need someone who has:

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

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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