Principal Solution Architect, Operations Technology Management; OTM

Job Description

This Solution Architect is a functional and technical expert who consults with customers on implementing Service Now’s Operations Technology Management (OTM) solutions in line with leading practices, accelerating customer business outcomes, and helping build the practice. The role requires the person to be laser-focused on solving the most relevant customer challenges, providing support during sales cycles, engaging directly 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 provide architectural guidance, business acumen in the technology industry, and deep product expertise, innovation, and knowledge capital to our customers and partners.

• Lead pre-sales activities including sales presentations, solutioning and scoping workshops, developing Statement of Work (SOW) documentation with clear deliverables and effort estimates, defining project scope and change order triggers, and partnering with Service Account Executives and Sales team members on engagement sizing.
• 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 the customer on governance best practices.
• Interacts with senior leadership, including CXOs, to support discussions on their implementation roadmap and change management best practices for 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 an 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, Go-To-Market (GTM), etc.) to showcase customer use cases and successes.
• Promote continuous improvement practices for delivery/engagement materials in partnership with the 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.
• Ability to create documentation and service offerings to help promote our services.
• Ability to be flexible and work in other areas of Risk and Security to maintain their utilization KPI.
• Acquire and maintain skills/certifications, in their first 90-Days of employment, such as Service Now Certified System Administrator (CSM), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS):
  • CMDB Fundamentals
  • USEM (VR)
  • Security Incident Response
  • Integrated Risk Management (IRM)

• 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 experience in Operational Technology (OT).
• Industry domain expertise in ITOM Service Now modules. This would cover areas such as event management, Discovery, CMDB, and Service Graph 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 ICT/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.
• Working knowledge of configuring network data feeds (mirror ports, taps, ERSPAN) and validating data visibility.
• 8+ years of experience as part of a professional services organization; or equivalent education/experience.
• Controls engineering or OT network…