ITOM Solution Architect

Employment Type: Full-time Location Type: Remote Salary: $131,925 - $217,725 (base pay, plus equity, variable/incentive compensation, and benefits)

Company Description

ServiceNow, founded in San Diego, California in 2004, is a global market leader transforming how work is done. With over 8,100 customers, including 85% of the Fortune 500®, our AI-enhanced, cloud-based platform connects people, systems, and processes to drive smarter, faster, and better ways of working. We are committed to our purpose: to make the world work better for everyone.

Job Description

ServiceNow is looking for an experienced ITOM Solution Architect with hands-on expertise in core IT Operations disciplines, including Discovery, Service Mapping, AIOps, Observability, and Cloud solutions. This is a technical, customer-facing role focused on strategic pre-sales engagements, demonstrating the value of the Now Platform's ITOM portfolio.

What You Get to Do in This Role:

• Drive and support strategic sales opportunities by showcasing ServiceNow ITOM capabilities, with a focus on Discovery, Service Mapping, AIOps, Observability, and Cloud-native visibility.
• Build and maintain compelling solution demos and reusable showcase assets aligned to common ITOM customer challenges and goals.
• Design and lead Proof-of-Value (PoV) engagements to demonstrate how ServiceNow delivers proactive operations and service-aware intelligence.
• Collaborate with Product Management and Engineering to relay field feedback and influence roadmap alignment.
• Qualify technical requirements, lead solution workshops, and guide customers through architectural design conversations.
• Enable Solution Consultants across the field on best practices, demo delivery, and messaging for ITOM solutions.
• Respond to RFPs, RFIs, and support product evaluations with clear, concise technical documentation and insight.
• Participate in industry and customer events, including executive briefings, user groups, and webinars, as an ITOM subject matter expert.
• Align with Professional Services and Sales to ensure smooth transition from pre-sales to successful implementation.

Qualifications

In Order to Be Successful in This Role, We Need Someone Who Has:

• Deep, hands-on experience with Discovery (including SNMP, WMI, SSH, and API-based collection methods).
• Practical knowledge of Service Mapping techniques, CI modeling, and CMDB architecture.
• Familiarity with modern AIOps capabilities including event correlation, root cause analysis, and predictive insights.
• Understanding of Observability principles, including metrics, logs, and traces across hybrid and cloud-native infrastructure.
• Experience with Cloud platforms such as AWS, Azure, GCP, and VMware, and hybrid service models.
• Strong scripting and integration skills in JavaScript, PowerShell, Scripting Languages, and REST APIs.
• Comfort navigating complex enterprise architectures and distributed application environments.
• Experience implementing or advising on ITIL-based processes and CMDB health best practices.
• 7 years of Pre-sales experience or technical consulting background with a passion for solution storytelling.
• Excellent communication skills with the ability to engage both technical and executive stakeholders.

Benefits

For positions in this location, we offer a base pay of $131,925 - $217,725, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.