Solution Architect - ITOM (US)

Location: Remote (Global)
Department: Solutions / Delivery
Reports To: Director of Solution Architecture

About NewRocket

NewRocket is the AI-first Elite ServiceNow Partner that helps enterprises activate real value on the Now Platform. We combine deep industry expertise, human-centered design, and enterprise-grade AI to deliver intelligent workflows that power transformation at scale. Our mission is to go beyond workflows—creating experiences where employees flourish, customers thrive, and businesses accelerate.

About the Role

We are seeking an ITOM Solution Architect to design and guide enterprise implementations of the ServiceNow IT Operations Management suite. This role is ideal for someone who combines technical mastery with business acumen, thrives on solving complex operational challenges, and can translate client vision into scalable, maintainable, and value-driven platform solutions.

As the ITOM Solution Architect, you’ll partner with client stakeholders, delivery teams, and technical leads to design, implement, and optimize ITOM capabilities that connect infrastructure, automate operations, and unlock AI-powered visibility across the enterprise.

What You’ll Do

• Lead the design and architecture of ServiceNow ITOM solutions (Discovery, Service Mapping, Event Management, Cloud Insights, Health Log Analytics, and CMDB).
• Translate business and technical requirements into solution architectures and implementation roadmaps aligned with customer objectives.
• Serve as the technical authority across ITOM engagements, ensuring quality, scalability, and adherence to platform best practices.
• Collaborate with NewRocket’s Delivery, AI, and ITAM teams to create integrated, end-to-end digital operations solutions.
• Conduct technical workshops and stakeholder sessions to define integration needs, infrastructure dependencies, and success metrics.
• Develop architectural diagrams, data flow maps, and deployment frameworks that enable consistency and reuse across projects.
• Host advisory and design sessions for CSDM and CMDB modeling to ensure high data fidelity.
• Guide teams through complex troubleshooting, performance optimization, and solution validation.
• Contribute to pre-sales, proposals, and solution demonstrations as a subject-matter expert.
• Stay current on ServiceNow and AI-driven observability innovations to evolve NewRocket’s solution offerings.

What You Bring

• 5+ years of experience designing and implementing ServiceNow ITOM solutions in enterprise environments.
• Proven experience with Discovery, Service Mapping, Event Management, CMDB design, Cloud Insights, and/or AIOps.
• Strong understanding of network topology, cloud services (AWS, Azure, GCP), monitoring tools (e.g., SolarWinds, Dynatrace, Splunk), and integration protocols (REST, SOAP, SNMP, SSH, WMI).
• ServiceNow certifications preferred: CIS-Discovery, CIS-Event Management, CIS-Service Mapping, CSA, CAD.
• Experience leading technical workshops, defining requirements, and mentoring implementation teams.
• Excellent communication skills—able to simplify complex concepts for executives and guide developers with precision.
• Collaborative mindset and passion for helping clients modernize operations through automation and AI.

Why NewRocket

• Work with an award-winning Elite Partner shaping the future of ServiceNow + AI.
• Join a global team of technologists, designers, and strategists driven by innovation and impact.
• Access continuous learning through our ServiceNow Academy, mentorship programs, and certification pathways.
• Thrive in a flexible, remote-first culture built on trust, creativity, and collaboration.