ITOM Solution Architect

Employment Type: Full-time Location Type: Remote

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Position Overview

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

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

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.

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.

Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without