ITOM Solution Architect

ServiceNow; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first

Flexible location

North America clients

Job summary

ServiceNow is seeking a senior architecture professional focused on IT Operations Management (ITOM) within our customer outcomes consulting practice. The role partners with enterprise clients across North America to design and deliver operational management solutions that improve visibility, automation, and resilience of IT estates.

You will lead ITOM architecture design, translate requirements into blueprints, guide delivery teams, advise on operating models and reference architectures, and

Qualifications

• Several years of hands-on experience designing or implementing ITOM solutions at enterprise scale.
• Strong background in consulting or professional services delivery to external customers.
• Working knowledge of ITSM processes and how ITOM capabilities integrate with them.
• Ability to lead technical discussions with architects, engineers, and executive sponsors.
• Comfortable working remotely and engaging clients across North America.

Responsibilities

• Lead the design of ITOM architectures aligned to client business and operational goals.
• Translate customer requirements into solution blueprints covering discovery, monitoring, event management, and operations automation.
• Guide implementation teams and validate technical decisions during delivery engagements.
• Advise stakeholders on best-practice operating models, integrations, and reference architectures.
• Contribute to pre-sales scoping, solution demonstrations, and effort estimation for new work.

Skills

ITOM design

Enterprise consulting

Client engagement

Stakeholder communication

Architectural leadership

Tools

Discovery tooling

Monitoring strategies

Event management

Job description

Role overview

This is a senior architecture role focused on IT Operations Management (ITOM) within a customer outcomes consulting practice. The position partners with enterprise clients across North America to design and deliver operational management solutions that improve visibility, automation, and resilience of IT estates. The role sits within an Expert Services team supporting ITSM-adjacent transformations.

Responsibilities

• Lead the design of ITOM architectures aligned to client business and operational goals
• Translate customer requirements into solution blueprints covering discovery, monitoring, event management, and operations automation
• Guide implementation teams and validate technical decisions during delivery engagements
• Advise stakeholders on best-practice operating models, integrations, and reference architectures
• Contribute to pre-sales scoping, solution demonstrations, and effort estimation for new work

Requirements

• Several years of hands-on experience designing or implementing IT Operations Management solutions at enterprise scale
• Strong background in consulting or professional services delivery to external customers
• Working knowledge of ITSM processes and how ITOM capabilities integrate with them
• Ability to lead technical discussions with architects, engineers, and executive sponsors
• Comfortable working remotely and engaging clients across North America

Benefits and work setup

• Regular, full-time professional position
• Remote-first work persona with flexible location across the AMS region
• Embedded within a Customer Outcomes consulting organization supporting North American enterprise clients