Enterprise Service Management (ESM) Solution Architect

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

Preferred Industry Experience

Experience in one or more of the following is highly desirable:

Enterprise IT Operations

Managed Services

Digital Workplace

Cloud Operations

Security Operations (SecOps)

DevOps and Platform Engineering

Enterprise Architecture

AI and Automation initiatives

Large-scale IT transformation programs

A Little About Us

Our mission is to challenge and enable our employees to achieve great things.

We live and breathe our core values:

We Before Me: We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes, readily admit our mistakes, and generously share our time and knowledge.

Dare To Be Great: We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We embrace opportunities to improve ourselves, our teams, and our work. We aim to be the best of the best.

Own It: We set clear expectations, communicate proactively, and follow through on our commitments. We take pride in the experiences we create and the outcomes we deliver. We are personally invested in the success of our team and our clients. We iterate to deliver ever better results.

We are consistently listed among Inc & Crain's "Best Places to Work" and we're proud of our accessible & engaged executive team. We believe in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.

Some of Our Benefits

Unlimited Paid Time Off (PTO)

Incentive compensation plans for all employees

Company-funded 401k contributions

Zero-cost employer-covered health insurance

Annual BYOD (Bring Your Own Device) reimbursement up to $500

Paid Parental Leave

Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop

Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!

Pursuant to the NYC Pay Transparency Law, the base salary range in New York City for this position is $140,000- $160,000 OTE, (base salary plus opportunities for bonus and/or commission). Compensation in other geographies may vary.