Job Title: ITOM Solution Architect

Employment Type: Full-time Location Type: Remote Salary: $131,925 - $217,725 (Base Pay - varies based on qualifications, skill level, competencies, and work location)

Company Description

ServiceNow, founded in San Diego, California in 2004, is a global market leader in AI-enhanced technology. We serve over 8,100 customers, including 85% of the Fortune 500®, with an intelligent cloud-based platform that connects people, systems, and processes to improve how organizations work. Join us as we pursue our purpose to make the world work better for everyone.

Position Overview

ServiceNow is seeking a highly technical and customer-facing ITOM Solution Architect with hands-on expertise in core IT Operations disciplines. This role is crucial for supporting strategic pre-sales engagements by effectively positioning, demonstrating, and delivering value through the Now Platform’s ITOM portfolio, focusing on Discovery, Service Mapping, AIOps, Observability, and Cloud solutions.

Responsibilities

• Drive and support strategic sales opportunities by showcasing the power of ServiceNow ITOM, 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 closely 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

To be successful in this role, you should have:

• 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

• Competitive On Target Earnings (OTE) incentive compensation structure for sales positions.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.