ServiceNow

Principal Solution Architect, Operations Technology Management (OTM)

ServiceNow • $130K — $180K *
US-AnywhereRemote in Dallas, TX
Enterprise Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years in a professional services organization or equivalent education/experience.
  • Experience integrating AI into decision-making and problem-solving processes.
  • Expertise in Operational Technology (OT) and ServiceNow ITOM modules.
  • Familiarity with Purdue Model and ISA-95 segmentation concepts.
  • Deep knowledge of ICS/OT protocols and network security frameworks.
  • Strong project management skills, with a customer-centric mindset.

Responsibilities

  • Lead pre-sales activities, including workshops and developing Statements of Work (SOW).
  • Collaborate with teams to ensure successful project outcomes focused on customer technology landscapes.
  • Engage with senior leadership to shape implementation roadmaps and change management practices.
  • Design and deliver technical architecture for ServiceNow OTM solutions.
  • Establish relationships with product owners to enhance Workflow Solutions promotion.
  • Conduct presentations and learning events showcasing customer success stories.
  • Mentor team members and drive continuous improvement initiatives.

Benefits

  • Flexible work environment with options for remote work.
  • Opportunity for ongoing skill development and certifications.
  • Engagement in innovative technology projects.
  • Access to a supportive team and mentoring opportunities.
  • Travel opportunities to work directly with customers.
Full Job Description
Job Description

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)


Qualifications

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)


Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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