Enterprise Service Management (ESM) Solution Architect

Who You Are:

You’re a strategic consultant and technical architect who thrives at the intersection of business transformation and enterprise technology. You understand that Enterprise Service Management is more than implementing a platform—it's about helping organizations work smarter, automate intelligently, and deliver exceptional employee and customer experiences.

You enjoy partnering with executive stakeholders to solve complex operational challenges while remaining hands-on enough to design scalable technical solutions. Whether you're leading discovery workshops, developing transformation roadmaps, or mentoring delivery teams, you bring equal parts business acumen, technical expertise, and consultative leadership.

You stay current on emerging technologies, AI-powered automation, and modern service management practices, and you're passionate about helping organizations maximize the value of platforms like ServiceNow, Jira Service Management, Freshservice, and other enterprise solutions.

About The Role:

As an Enterprise Service Management (ESM) Solution Architect, you'll lead customers through every phase of their transformation journey—from discovery and strategy to solution architecture, implementation oversight, and long-term roadmap planning.

Working closely with executives, IT leaders, HR, facilities, security, and operational teams, you'll design scalable service management ecosystems that align people, processes, and technology. You'll leverage industry best practices and modern Enterprise Service Management platforms to improve operational efficiency, automate workflows, and support enterprise-wide digital transformation initiatives.

This role blends consulting, enterprise architecture, solution design, and technical leadership to deliver measurable business outcomes for our customers.

Must be based in the United States. Travel is expected up to 40%

Other responsibilities include:

Customer Consulting

• Lead discovery workshops with executive and technical stakeholders
• Understand customer business objectives and operational challenges
• Assess Enterprise Service Management and ITSM maturity
• Identify opportunities for process optimization and workflow automation
• Develop strategic transformation roadmaps aligned to business goals
• Deliver executive presentations and solution recommendations

Enterprise Solution Architecture

Design scalable Enterprise Service Management solutions leveraging platforms such as:

• ServiceNow
• Atlassian Jira Service Management
• Freshservice
• Ivanti
• HaloITSM
• ManageEngine
• Other leading Enterprise Service Management platforms

Architect solutions supporting:

• Incident Management
• Request Management
• Change Enablement
• Problem Management
• Knowledge Management
• Asset Management
• Configuration Management (CMDB)
• Service Catalog
• Workflow Automation
• Employee Service Delivery
• HR Service Delivery
• Facilities Management
• Customer Service Management
• AI-powered Service Management
• Self-Service Portals
• Virtual Agents

Platform Architecture

Design enterprise-scale architectures including:

• CMDB strategy and governance
• Service Catalog architecture
• Configuration Item (CI) modeling
• Discovery and dependency mapping
• Asset lifecycle management
• Workflow automation
• Integration architecture
• Identity management integrations
• REST API integrations
• Reporting and executive dashboards
• Platform governance models

Technical Leadership

• Produce High-Level and Low-Level Solution Designs
• Define implementation standards and architectural best practices
• Provide implementation oversight throughout delivery
• Guide consulting and engineering teams
• Conduct architecture and design reviews
• Participate in quality assurance activities
• Support complex customer escalations
• Mentor consultants and technical architects

Business Process Improvement

Evaluate and modernize business processes including:

• IT Operations
• Service Desk
• Employee Onboarding
• Change Approvals
• Procurement
• Asset Lifecycle Management
• Facilities Requests
• Security Operations
• Software Request Workflows
• Business Service Delivery
• Recommend automation strategies that improve efficiency, reduce manual effort, and enhance user experiences.

Pre-Sales Support

• Support account teams throughout customer engagements
• Conduct technical discovery sessions
• Lead platform demonstrations
• Develop Statements of Work (SOWs)
• Create project effort estimates
• Participate in RFP responses
• Present executive-level solution recommendations
• Think strategically while remaining technically hands-on
• Translate business challenges into scalable technical solutions
• Understand both enterprise technology and operational processes
• Build trusted relationships with executive and technical stakeholders
• Communicate complex ideas with clarity and confidence
• Lead collaborative workshops and facilitate organizational change
• Stay current on emerging technologies, automation, and AI capabilities
• Take ownership of customer outcomes and long-term success

Desired Skills and Experience:

• 7+ years designing Enterprise Service Management solutions
• Experience implementing enterprise ITSM platforms
• Strong consulting and customer-facing experience
• Experience leading business and technical discovery workshops
• Strong understanding of ITIL best practices
• Experience with workflow automation initiatives
• Experience designing enterprise integrations
• Excellent written, verbal, and presentation skills
• Ability to communicate effectively with executive leadership and technical teams

Preferred Platform Experience

Experience with one or more of the following:

• ServiceNow
• Atlassian Jira Service Management
• Freshservice
• Ivanti Neurons
• HaloITSM
• BMC Helix
• ManageEngine ServiceDesk Plus

Technical Expertise

Experience with:

• CMDB
• Discovery
• Asset Management
• Service Catalog
• Knowledge Management
• Incident Management
• Change Management
• Problem Management
• Request Fulfillment
• Workflow Automation
• AI-assisted Service Management
• REST APIs
• Microsoft Power Automate
• Azure Logic Apps
• Identity providers (Microsoft Entra ID, Okta, Ping Identity)
• Microsoft 365 ecosystem

Preferred Certifications

• ITIL Foundation (Required)
• ITIL Managing Professional
• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist
• Atlassian Certified Professional
• Freshservice Administrator Certification
• PMP
• Agile and Scrum certifications
• TOGAF