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 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 on a mission 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 focuses on strategic pre-sales engagements, leveraging the Now Platform's ITOM portfolio (Discovery, Service Mapping, AIOps, Observability, and Cloud solutions) to demonstrate value to clients.
Responsibilities
- Drive Sales Opportunities: Showcase the power of ServiceNow ITOM, with a focus on Discovery, Service Mapping, AIOps, Observability, and Cloud-native visibility.
- Develop Solution Assets: Build and maintain compelling solution demos and reusable showcase assets addressing common ITOM customer challenges and goals.
- Lead Proof-of-Value (PoV) Engagements: Design and lead PoVs to demonstrate how ServiceNow delivers proactive operations and service-aware intelligence.
- Collaborate with Product Teams: Work closely with Product Management and Engineering to relay field feedback and influence roadmap alignment.
- Technical Qualification & Design: Qualify technical requirements, lead solution workshops, and guide customers through architectural design conversations.
- Enable Solution Consultants: Train Solution Consultants across the field on best practices, demo delivery, and messaging for ITOM solutions.
- Respond to RFPs/RFIs: Support product evaluations and respond to RFPs/RFIs with clear, concise technical documentation and insight.
- Subject Matter Expertise: Participate in industry and customer events (executive briefings, user groups, webinars) as an ITOM subject matter expert.
- Transition to Implementation: Align with Professional Services and Sales to ensure a 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: Including 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 with complex enterprise architectures: Including distributed application environments.
- Experience with 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: Ability to engage effectively with both technical and executive stakeholders.
Compensation and Benefits
- Base Pay: $131,925 - $217,725 (guideline; actual compensation varies)
- Variable/Incentive Compensation: On Target Earnings (OTE) for sales positions.
- Equity: When applicable.
- Benefits:
- Health plans, including flexible spending accounts.
- 401(k) Plan with company match.
- Employee Stock Purchase Program (ESPP).
- Matching donations.
- Flexible time away plan.
- Family leave programs.