Solution Engineer – ServiceNow Operational Technology Management

This is a fully remote position, open to applicants in Texas.

📋 Description

• Configure and implement ServiceNow Operational Technology Management and associated ServiceNow platform functionalities under the guidance of the designated Architect.

• Assist with the onboarding, import, discovery, classification, lifecycle management, and validation of OT assets across industrial and critical-infrastructure settings.

• Convert approved business and technical specifications into user stories, configuration tasks, acceptance criteria, test cases, and technical documentation within an Agile delivery framework.

• Set up OT workflows, forms, notifications, approvals, tasks, and automation processes.

• Facilitate role-based access, data-access controls, and secure management of OT information.

• Configure and uphold OT asset data models within the CMDB, which includes CI classes, attributes, ownership structures, relationships, reconciliation rules, data-quality controls, and governance processes.

• Support CSDM alignment for OT devices, services, production processes, sites, owners, dependencies, and related IT services.

• Configure and manage OT Discovery schedules, Service Graph Connectors, data imports, and integration workflows.

• Validate discovered and imported OT data and address data-quality concerns.

• Develop and troubleshoot integrations between ServiceNow and OT asset platforms, cybersecurity tools, network-management systems, vulnerability-management platforms, infrastructure tools, and third-party technologies.

• Utilize Flow Designer, Integration Hub, APIs, import sets, transform maps, scripting, and other related ServiceNow functionalities to automate workflows.

• Create reports, dashboards, KPIs, alerts, notifications, and operational analytics.

• Assess and implement ServiceNow Otto, AI Control Tower, and AI-enabled workflow capabilities for OT applications.

• Develop and conduct unit, system, integration, and regression testing.

• Assist with user acceptance testing, deployment planning, production transition, stabilization, and post-production troubleshooting.

• Adhere to SDLC and Agile methodologies and conduct peer reviews.

• Produce and maintain configuration, integration, data-mapping, operating-procedure, deployment, rollback, troubleshooting, and testing documentation.

• Engage in stakeholder workshops, requirement gathering, process analysis, design reviews, solution demonstrations, sprint reviews, client training, and feedback sessions.

• Convey technical concepts, implementation choices, issues, risks, and recommendations to stakeholders.

• Cultivate relationships with clients, Architects, Managers, Engineers, and distributed delivery teams.

• Stay updated on ServiceNow releases, OT Management capabilities, OT cybersecurity trends, industrial technologies, and relevant regulations.

• Assist with business-development initiatives, including technical discovery, demonstrations, estimates, proposals, SOWs, RFPs, and practice assets.

⛳️ Requirements

• Strong practical knowledge of ServiceNow Operational Technology Management, CMDB, CSDM, Service Graph Connectors, OT Discovery, Industrial Workspace, and related ServiceNow functionalities.

• Familiarity with OT asset management, industrial-control-system environments, OT device classification, asset lifecycle management, operational resilience, and OT cybersecurity principles.

• Experience configuring ServiceNow applications utilizing Flow Designer, Integration Hub, business rules, client scripts, UI policies, notifications, forms, tables, access controls, reports, dashboards, and related platform components.

• Proficiency in JavaScript, Glide APIs, REST and SOAP web services, JSON, XML, authentication, certificates, SSL/TLS, and established ServiceNow integration standards.

• Capability to configure and support CMDB data models, CI classes, identification and reconciliation rules, data imports, transform maps, ownership models, relationships, and data-quality controls.

• Experience in developing reports, dashboards, analytics, and executive-level views.

• Familiarity with Automated Test Framework, source control, application deployment, update management, and ServiceNow release and upgrade practices.

• Working knowledge of OT networking concepts, including TCP/IP, routing and switching, VLANs, DNS, DHCP, firewalls, proxies, network segmentation, SPAN or TAP concepts, and network troubleshooting.

• Familiarity with ServiceNow Otto, AI Control Tower, and AI-enabled or agentic workflow functionalities.

• One to three years of experience in implementation engineering, professional services, cybersecurity consulting, ServiceNow consulting, network engineering, infrastructure engineering, OT engineering, or similar technical delivery roles.

• At least one year of experience working with the ServiceNow platform.

• Hands-on experience deploying or supporting enterprise technology, cybersecurity, OT, asset management, infrastructure management, or operational technology solutions.

• Experience facilitating full-lifecycle technical implementations.

• Understanding of Operational Technology, Industrial Control Systems, SCADA environments, industrial networks, critical infrastructure, or comparable operational environments.

• Working knowledge of cybersecurity operations, vulnerability management, incident response, security operations, asset management, operational resilience, and risk-reduction principles.

• Experience working with APIs, JSON, REST integrations, authentication, certificates, SSL/TLS, scripting, or automation.

• Basic Linux administration and troubleshooting capabilities.

• Strong communication, problem-solving, analytical, collaboration, and independent judgment abilities.

• Willingness to travel up to 50 percent based on client and project demands.

🏝️ Benefits

• Competitive compensation plus an annual performance-based bonus.

• 100% remote-first work culture.

• Comprehensive benefits package including health, dental, LTD, and life insurance coverage.

• 401(k) plan with company match.

• Reimbursement for job-related training and certifications.

• Opportunity to work on pioneering projects at the forefront of AI and Risk Management.

• A collaborative culture where your process designs influence real industry solutions.