Solution Architect (OTM Expert)

This Solution Architect is a functional and technical expert consulting with customers on implementing ServiceNows 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 Customers 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 OTMs 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. 

Qualifications :

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 AIs 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 IECOPC 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)

Additional Information :

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 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 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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Remote Work :

No

Employment Type :

Full-time