Solution Architect; OTM Expert

Company Description

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 — Service Now 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.

Job Description

This Solution Architect is a functional and technical expert consulting with customers on implementing Service Now'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 Service Now (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.

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
• Interact 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 Service Now OTM solutions with a technical architecture designed for long‑term success and following Service Now 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
• Promote continuous improvement practices for delivery/engagement materials in partnership with related Customer & Partner Excellence Team
• Enable and mentor other members of the Service Now delivery team and partner ecosystem
• Up to 50% travel annually, driven by customer needs and internal meetings
• Maintain skills / certifications on Service Now Certified Implementation Specialists (CIS) that can include Discovery, Event Management or CMDB Fundamental for Service Now ITOM or OT product capabilities

Qualifications

• 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 Service Now 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, Ether Net/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…