Advisory Solution Consultant, ITOM

Summary

Join ServiceNow as an ITOM Solution Architect, leveraging your hands-on expertise in IT Operations, including Discovery, Service Mapping, AIOps, Observability, and Cloud solutions. This customer-facing role involves driving strategic pre-sales engagements, showcasing ServiceNow ITOM's capabilities, and designing Proof-of-Value engagements. You will collaborate with Product Management and Engineering, qualify technical requirements, lead solution workshops, and enable Solution Consultants. Responsibilities include creating compelling demos, responding to RFPs/RFIs, participating in industry events, and ensuring smooth transitions to implementation. The ideal candidate possesses deep experience in IT Operations disciplines and strong communication skills.

Requirements

• 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

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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs