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Category: Technology
Location:
The ServiceNow OperationalTechnology Solution Engineer supports the design, configuration,implementation, and optimization of ServiceNow Operational TechnologyManagement solutions for enterprise clients. Working under the architecturaldirection of a ServiceNow Architect, the Solution Engineer performs hands-ondelivery activities across OT asset onboarding, CMDB and CSDM data modeling, OTDiscovery, integrations, workflow automation, reporting, testing,documentation, and client enablement.
The Solution Engineer worksdirectly with client stakeholders across OT operations, cybersecurity,infrastructure, engineering, risk, maintenance, and ServiceNow teams. This rolehelps clients establish accurate OT asset visibility, connect OT devices andproduction context to the CMDB, automate operational workflows, and useServiceNow data to strengthen uptime, resilience, vulnerability management,maintenance planning, and risk reduction.
This is a hands-on,client-facing technical delivery role. The Solution Engineer owns assignedtechnical workstreams, supports Architects and Managers, and contributes tosuccessful client outcomes through high-quality configuration, development,testing, and operational support.
Requirements
Primary Responsibilities:
OT SolutionDelivery and Asset Onboarding Configure and implementServiceNow Operational Technology Management and related ServiceNow platformcapabilities under the direction of the assigned Architect.
Support OT asset onboarding,import, discovery, classification, lifecycle management, and validationactivities across industrial and critical-infrastructure environments.
Translate approved business andtechnical requirements into well-defined user stories, configuration tasks,acceptance criteria, test cases, and technical documentation within an Agiledelivery model.
Configure OT workflows, forms,notifications, approvals, tasks, and automation that support asset management, OTservice management, maintenance planning, issue resolution, and remediationprocesses.
Support role-based access,data-access controls, and secure handling of OT information in accordance withclient requirements and ServiceNow leading practices.
CMDB CSDM andOT Discovery
Configure and maintain OT assetdata models within the CMDB, including appropriate CI classes, attributes,ownership structures, relationships, reconciliation rules, data-qualitycontrols, and governance processes.
Support CSDM alignment byrelating OT devices, OT system services, production processes, sites, owners,dependencies, and related IT services where applicable.
Configure and support OTDiscovery schedules, Service Graph Connectors, data imports, and integrationprocesses used to bring OT asset information into ServiceNow.
Validate discovered andimported OT data, resolve data-quality issues, and support CI identification,reconciliation, enrichment, and lifecycle-management activities.
Assist in developing OT assetgovernance, CMDB stewardship, ownership, access, and operational-datamanagement processes.
DevelopmentIntegration Reporting and Automation
Configure and develop scalableServiceNow solutions using out-of-the-box capabilities, configuration,integrations, automation, and controlled customization.
Design, develop, document,maintain, and troubleshoot integrations between ServiceNow and OT assetplatforms, industrial cybersecurity tools, network-management systems,vulnerability-management platforms, infrastructure tools, and other third-partytechnologies.
Use Flow Designer, IntegrationHub, APIs, import sets, transform maps, scripting, and related ServiceNowcapabilities to automate OT and operational workflows.
Develop reports, dashboards,KPIs, alerts, notifications, and operational analytics that provide visibilityinto OT assets, data quality, maintenance, vulnerabilities, incidents,compliance, and risk.
Evaluate and implementappropriate ServiceNow Otto, AI Control Tower, and AI-enabled workflowcapabilities for OT use cases while considering security, privacy, governance,explainability, human oversight, and responsible use.
TestingDeployment and Technical Governance
Develop and execute unit,system, integration, and regression testing, including test scripts, documentedresults, defect resolution, and validation against approved requirements.
Support user acceptancetesting, deployment planning, production transition, stabilization, andpost-production troubleshooting.
Follow established SDLC andAgile practices to ensure technical activities, decisions, changes, anddeliverables are documented, reviewed, coordinated, and controlled.
Conduct peer reviews andpromote Templar Shield development standards, secure configuration practices,and ServiceNow leading practices.
Produce and maintain technicaldocumentation, including configuration specifications, integrationdocumentation, data mappings, operating procedures, deployment and rollbackplans, troubleshooting guidance, and testing documentation.
ClientCollaboration and Professional Development
Participate in stakeholderworkshops, requirements gathering, process analysis, design reviews, solutiondemonstrations, sprint reviews, client training, and feedback sessions.
Communicate technical concepts,implementation decisions, issues, risks, and recommendations to technical andnon-technical stakeholders.
Maintain current knowledge ofServiceNow releases, Operational Technology Management capabilities, OTcybersecurity trends, industrial technologies, and applicable regulatory orindustry developments.
Practice Sales &Support:
TheSolution Engineer supports Templar Shield’s Practice Leads and Architects bycontributing technical expertise to business-development activities andpractice growth.
Support technical discovery, solution demonstrations, estimates, proposals, Statements of Work (SOWs), and responses to Requests for Proposals (RFPs).
Contribute to reusable implementation methods, technical accelerators, templates, demonstrations, training materials, and other practice assets.
Technical Knowledge and Skills
Candidatesmust demonstrate strong administration, configuration, development,integration, documentation, and technical support skills across ServiceNowOperational Technology Management and related platform capabilities, including:
Strong working knowledge ofServiceNow Operational Technology Management, CMDB, CSDM, Service GraphConnectors, OT Discovery, Industrial Workspace, and related ServiceNowcapabilities.
Familiarity with OT assetmanagement, industrial-control-system environments, OT device classification,asset lifecycle management, operational resilience, and OT cybersecurityconcepts.
Experience configuringServiceNow applications using Flow Designer, Integration Hub, business rules,client scripts, UI policies, notifications, forms, tables, access controls,reports, dashboards, and related platform components.
Proficiency with JavaScript,Glide APIs, REST and SOAP web services, JSON, XML, authentication,certificates, SSL/TLS, and established ServiceNow integration patterns.
Ability to configure andsupport CMDB data models, CI classes, identification and reconciliation rules,data imports, transform maps, ownership models, relationships, and data-qualitycontrols.
Experience developing reports,dashboards, analytics, and executive-level views that support OT assetvisibility, operational performance, maintenance planning, vulnerabilities,incidents, compliance, and risk-management requirements.
Familiarity with Automated TestFramework, source control, application deployment, update management, andServiceNow release and upgrade practices.
Working knowledge of networkconcepts relevant to OT environments, including TCP/IP, routing and switching,VLANs, DNS, DHCP, firewalls, proxies, network segmentation, SPAN or TAPconcepts, and network troubleshooting.
Familiarity with ServiceNowOtto, AI Control Tower, and AI-enabled or agentic workflow capabilities,including associated security, privacy, governance, explainability,human-oversight, and responsible-use considerations.
Qualifications
One to three years of experience in implementation engineering, professional services, cybersecurity consulting, ServiceNow consulting, network engineering, infrastructure engineering, OT engineering, or related 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 supporting full-lifecycle technical implementations, including requirements analysis, configuration, development, testing, deployment, troubleshooting, and post-production support.
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 concepts.
Experience working with APIs, JSON, REST integrations, authentication, certificates, SSL/TLS, scripting, or automation.
Basic Linux administration and troubleshooting skills.
Strong communication, problem-solving, analytical, collaboration, and independent judgment skills, with the ability to work effectively with client stakeholders and geographically distributed technical teams.
Willingness to travel up to 50 percent based on client and project requirements.
Preferred Qualifications
ServiceNow Certified SystemAdministrator, Certified Application Developer, Certified ImplementationSpecialist, or other relevant ServiceNow certifications.
Experience with ServiceNowOperational Technology Management, ITOM Visibility, Discovery, Service Mapping,CMDB, CSDM, ITSM, Security Operations, Vulnerability Response, SecurityIncident Response, Operational Resilience, or Integrated Risk Management.
Experience supportingmanufacturing, energy, utilities, transportation, healthcare,telecommunications, government, or other critical-infrastructure environments.
Familiarity with industrialprotocols such as Modbus, BACnet, DNP3, OPC UA, PROFINET, EtherNet/IP, orsimilar protocols.
Experience with OTasset-discovery, asset-intelligence, industrial cybersecurity,vulnerability-management, network-monitoring, or endpoint-security platforms.
Understanding of OTcybersecurity and operational standards such as the NIST CybersecurityFramework, IEC 62443, ISA-95, NERC CIP, or related requirements.
Experience supporting regulatedenvironments with audit requirements, change-management controls, operationalconstraints, security documentation, and compliance obligations.
Basic scripting experienceusing Python, JavaScript, PowerShell, or comparable automation technologies.