Enterprise Service Management (ESM) Solution ArchitectAbout The Role: As an Enterprise Service Management (ESM) Solution Architect, you'll lead customers through every phase of their transformation journey-from discovery and strategy to solution architecture, implementation oversight, and long-term roadmap planning.
Working closely with executives, IT leaders, HR, facilities, security, and operational teams, you'll design scalable service management ecosystems that align people, processes, and technology. You'll leverage industry best practices and modern Enterprise Service Management platforms to improve operational efficiency, automate workflows, and support enterprise-wide digital transformation initiatives.
This role blends consulting, enterprise architecture, solution design, and technical leadership to deliver measurable business outcomes for our customers.
Must be based in the United States. Travel is expected up to 40% Other responsibilities include: Customer Consulting - Lead discovery workshops with executive and technical stakeholders
- Understand customer business objectives and operational challenges
- Assess Enterprise Service Management and ITSM maturity
- Identify opportunities for process optimization and workflow automation
- Develop strategic transformation roadmaps aligned to business goals
- Deliver executive presentations and solution recommendations
Enterprise Solution Architecture Design scalable Enterprise Service Management solutions leveraging platforms such as:
- ServiceNow
- Atlassian Jira Service Management
- Freshservice
- Ivanti
- HaloITSM
- ManageEngine
- Other leading Enterprise Service Management platforms
Architect solutions supporting:
- Incident Management
- Request Management
- Change Enablement
- Problem Management
- Knowledge Management
- Asset Management
- Configuration Management (CMDB)
- Service Catalog
- Workflow Automation
- Employee Service Delivery
- HR Service Delivery
- Facilities Management
- Customer Service Management
- AI-powered Service Management
- Self-Service Portals
- Virtual Agents
Platform Architecture Design enterprise-scale architectures including:
- CMDB strategy and governance
- Service Catalog architecture
- Configuration Item (CI) modeling
- Discovery and dependency mapping
- Asset lifecycle management
- Workflow automation
- Integration architecture
- Identity management integrations
- REST API integrations
- Reporting and executive dashboards
- Platform governance models
Technical Leadership - Produce High-Level and Low-Level Solution Designs
- Define implementation standards and architectural best practices
- Provide implementation oversight throughout delivery
- Guide consulting and engineering teams
- Conduct architecture and design reviews
- Participate in quality assurance activities
- Support complex customer escalations
- Mentor consultants and technical architects
Business Process Improvement Evaluate and modernize business processes including:
- IT Operations
- Service Desk
- Employee Onboarding
- Change Approvals
- Procurement
- Asset Lifecycle Management
- Facilities Requests
- Security Operations
- Software Request Workflows
- Business Service Delivery
- Recommend automation strategies that improve efficiency, reduce manual effort, and enhance user experiences.
Pre-Sales Support - Support account teams throughout customer engagements
- Conduct technical discovery sessions
- Lead platform demonstrations
- Develop Statements of Work (SOWs)
- Create project effort estimates
- Participate in RFP responses
- Present executive-level solution recommendations
- Think strategically while remaining technically hands-on
- Translate business challenges into scalable technical solutions
- Understand both enterprise technology and operational processes
- Build trusted relationships with executive and technical stakeholders
- Communicate complex ideas with clarity and confidence
- Lead collaborative workshops and facilitate organizational change
- Stay current on emerging technologies, automation, and AI capabilities
- Take ownership of customer outcomes and long-term success
Desired Skills and Experience: - 7+ years designing Enterprise Service Management solutions
- Experience implementing enterprise ITSM platforms
- Strong consulting and customer-facing experience
- Experience leading business and technical discovery workshops
- Strong understanding of ITIL best practices
- Experience with workflow automation initiatives
- Experience designing enterprise integrations
- Excellent written, verbal, and presentation skills
- Ability to communicate effectively with executive leadership and technical teams
Preferred Platform Experience Experience with one or more of the following:
- ServiceNow
- Atlassian Jira Service Management
- Freshservice
- Ivanti Neurons
- HaloITSM
- BMC Helix
- ManageEngine ServiceDesk Plus
Technical Expertise Experience with:
- CMDB
- Discovery
- Asset Management
- Service Catalog
- Knowledge Management
- Incident Management
- Change Management
- Problem Management
- Request Fulfillment
- Workflow Automation
- AI-assisted Service Management
- REST APIs
- Microsoft Power Automate
- Azure Logic Apps
- Identity providers (Microsoft Entra ID, Okta, Ping Identity)
- Microsoft 365 ecosystem
Preferred Certifications - ITIL Foundation (Required)
- ITIL Managing Professional
- ServiceNow Certified System Administrator
- ServiceNow Certified Implementation Specialist
- Atlassian Certified Professional
- Freshservice Administrator Certification
- PMP
- Agile and Scrum certifications
- TOGAF
Preferred Industry Experience Experience in one or more of the following is highly desirable:
- Enterprise IT Operations
- Managed Services
- Digital Workplace
- Cloud Operations
- Security Operations (SecOps)
- DevOps and Platform Engineering
- Enterprise Architecture
- AI and Automation initiatives
- Large-scale IT transformation programs
Some of Our Benefits - Unlimited Paid Time Off (PTO)
- Incentive compensation plans for all employees
- Company-funded 401k contributions
- Zero-cost employer-covered health insurance
- Annual BYOD (Bring Your Own Device) reimbursement up to $500
- Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop
- Quirky, diverse, respectful, high-performing coworkers you'll want to achieve greatness with!
Pursuant to the NYC Pay Transparency Law, the base salary range in New York City for this position is $140,000- $160,000 OTE, (base salary plus opportunities for bonus and/or commission). Compensation in other geographies may vary. 
