Solution Architect

Solution Architect (OTM Expert) 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. 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 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)