PS, Solution Architect

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The OT Expert serves as the primary Operational Technology (OT) technical authority within the Customer Success organization, enabling customers, partners, and internal teams to maximize the value of Armis Centrix across complex industrial environments. 

This is an individual contributor role that partners closely with Technical Customer Success Managers (TCSMs), Product Management, Engineering, Sales, Support, partners, and customers to solve complex technical challenges, design scalable solutions, optimize customer outcomes, and influence the evolution of the Armis platform. 

Unlike traditional deployment or professional services roles, the OT Expert is engaged when deep technical expertise, sound engineering judgment, and strategic guidance are required. Whether recovering a struggling implementation, redesigning an architecture, solving complex visibility challenges, advancing a customer’s OT maturity, or influencing future product capabilities, the OT Expert is the trusted technical advisor for the organization’s most challenging customer engagements. 

Success in this role is measured not by the number of implementations completed, but by the ability to solve complex problems, enable customer success, and maximize the long-term value customers realize from Armis Centrix. 

Provide Expert Technical Leadership

• Serve as the primary OT technical subject matter expert within Customer Success, providing deep technical guidance across all aspects of Armis Centrix in industrial environments
• Partner with Technical Customer Success Managers, Product Management, Engineering, Sales Engineering, Customer Support, partners, and customers during complex engagements
• Act as the technical escalation point for customer situations where standard methodologies or operational practices are insufficient

Resolve Complex Customer Challenges

• Lead investigations into technically challenging issues affecting customer environments, including architecture, passive monitoring, asset visibility, protocol decoding, network segmentation, scalability, integrations, data quality, and operational workflows
• Identify architectural, operational, and process-related root causes and develop practical, scalable solutions
• Improve both immediate customer outcomes and long-term operational success

Design and Optimize OT Solutions

• Review customer environments and recommend architectural improvements that enhance visibility, scalability, resilience, operational efficiency, and business value
• Guide customers in designing effective monitoring strategies, sensor placement, network visibility architectures, and asset discovery methodologies
• Help customers evolve from initial implementation toward mature, strategic adoption of Armis across their OT ecosystem

Enable Customer Success Through OT Expertise

• Advise customers on how Armis capabilities support OT and industrial initiatives, including asset discovery, lifecycle management, network segmentation, risk management, security posture, process monitoring, and compliance
• Translate technical capabilities into measurable operational, security, and business outcomes

Empower Internal Teams

• Partner with Technical Customer Success Managers throughout the customer lifecycle, supporting architecture reviews, health assessments, technical workshops, and strategic engagements
• Mentor internal teams on technical knowledge, architectural best practices, troubleshooting methodologies, and field lessons learned
• Raise the overall technical capability of the Customer Success organization

Influence Product Innovation

• Act as the voice of the customer within Product Management and Engineering
• Identify product limitations, capability gaps, and emerging industry requirements through direct engagement with complex OT environments
• Collaborate on roadmap priorities and ensure platform enhancements address real-world customer needs

Advance Technical Excellence

• Develop reusable architectural guidance, implementation frameworks, troubleshooting playbooks, technical documentation, and best practices
• Share expertise through internal enablement sessions, workshops, and knowledge-sharing initiatives
• Represent Armis as a trusted OT technical expert during customer engagements and strategic discussions

Experience & Background

• 8+ years of professional experience working within Operational Technology (OT), Industrial Control Systems (ICS), or Critical Infrastructure environments
• Demonstrated expertise with OT asset visibility platforms such as Armis, Claroty, Nozomi, or equivalent technologies
• Proven track record of designing, reviewing, and optimizing enterprise or industrial OT architectures
• Strong understanding of industrial networking, passive monitoring architectures, OT communication protocols, and SPAN/TAP/packet acquisition strategies
• Deep knowledge of industrial systems including PLCs, HMIs, SCADA, DCS, and manufacturing/utilities environments

Preferred Qualifications:

Problem-Solving & Execution

• Proven ability to troubleshoot and resolve complex technical challenges within enterprise or industrial environments
• Exceptional analytical and problem-solving skills with demonstrated ability to identify root causes across complex systems and develop scalable solutions
• Experience leading technical investigations and escalations

Communication & Collaboration

• Excellent communication and presentation skills, with ability to engage both technical teams and executive stakeholders
• Demonstrated ability to translate technical concepts into business outcomes and measurable impact
• Proven experience collaborating effectively across Customer Success, Product Management, Engineering, Sales, Support, and customer organizations
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• Expertise in asset discovery, visibility, lifecycle management, inventory accuracy, and contextualization
• Proficiency in OT risk management, vulnerability prioritization, network segmentation, configuration integrity, and security posture improvement
• Familiarity with industry standards and frameworks such as IEC 62443, ISA-95, Purdue Enterprise Reference Architecture, and NIST Cybersecurity Framework

• Certifications such as GICSP, GRID, ISA/IEC 62443, CISSP, or OSCP.

• Experience with patch management in OT environments.

• Familiarity with integrating OT visibility tools with SIEM (e.g., Splunk, QRadar), CMDB, or SOC workflows.

• Experience with RBVM or vulnerability tracking in ICS (Qualys, Tenable.ot, Rapid7, etc.).

• Exposure to AppSec concepts and toolchains (optional, for hybrid environments).

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 regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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