Principal Solution Architect, Operations Technology Management (OTM)

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

This Solution Architect is a functional and technical expert who consults with customers on implementing ServiceNow’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 ServiceNow (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.

Responsibilities:

• 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 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 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 ServiceNow 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 ServiceNow Certified System Administrator (CSM), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS):

• CMDB Fundamentals

• USEM (VR)

• Security Incident Response

• Integrated Risk Management (IRM)

To be successful in this role you have:

• 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 ServiceNow 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 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.

• 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 security background a plus.

• Creative with comfort running projects independently.

• Success driving complex issues through analysis and resolution.

• Experience working collaboratively.

• 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 of solution design.

• Strong capabilities in forging trust and 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 (required or must be achieved within the first 90 days):

• Certified System Administrator

• At least 2 relevant Certified Implementation Specialist certifications

• 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 View email address on click.appcast.io 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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