PS，解决方案架构师（Armis/Veza）
PS, Solution Architect (Armis/Veza)
#### 公司简介
一切始于工程师弗雷德·卢迪为他的同事菲利斯编写了一段代码，自动化了一个繁琐的任务。她喜极而泣。那一刻激发了弗雷德创建一家公司，让每个人都能享受到这种便利——让人们从琐碎的工作中解放出来，专注于更有意义的事情。如今，ServiceNow 是企业重塑的 AI 控制中心。我们的 ServiceNow AI 平台整合任何 AI、任何数据和任何工作流，帮助 85% 的财富 500 强®企业更聪明、更快、更好地工作。我们正在构建一种 AI 原生文化，让技术和人才携手不可阻挡。而我们才刚刚开始。
加入我们，让 AI 为人们服务。
#### 职位描述
OT 专家是客户成功团队中主要的运营技术（OT）技术权威，使客户、合作伙伴和内部团队能够在复杂的工业环境中最大化 Armis Centrix 的价值。
这是一个个人贡献者角色，与技术客户成功经理（TCSMs）、产品管理、工程、销售、支持、合作伙伴和客户紧密合作，解决复杂的技术挑战，设计可扩展的解决方案，优化客户成果，并影响 Armis 平台的发展方向。
与传统的部署或专业服务角色不同，当需要深入的技术专长、良好的工程判断和战略指导时，OT 专家才会被介入。无论是恢复一个陷入困境的实施项目，重新设计架构，解决复杂的可见性问题，提升客户的 OT 成熟度，还是影响未来的产品功能，OT 专家都是组织中最复杂客户项目的可信赖技术顾问。
此职位的成功并非以完成的实施数量来衡量，而是以解决复杂问题的能力、实现客户成功以及最大化客户从 Armis Centrix 中获得的长期价值来衡量。
**提供专业的技术领导**
- 在客户成功团队中担任主要的 OT 技术专家，为工业环境中的 Armis Centrix 各方面提供深入的技术指导
- 在复杂项目中与技术客户成功经理、产品管理、工程、销售工程、客户支持、合作伙伴和客户合作
- 成为客户在标准方法或操作无法解决问题的情况下的技术升级点
查看英文原文
#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### Job Description
The OT Expert serves as the primary Operational Technology (OT) technical authority within the Customer Success organization, enabling customers, partners, and internal teams to maximize the value of Armis Centrix across complex industrial environments.
This is an individual contributor role that partners closely with Technical Customer Success Managers (TCSMs), Product Management, Engineering, Sales, Support, partners, and customers to solve complex technical challenges, design scalable solutions, optimize customer outcomes, and influence the evolution of the Armis platform.
Unlike traditional deployment or professional services roles, the OT Expert is engaged when deep technical expertise, sound engineering judgment, and strategic guidance are required. Whether recovering a struggling implementation, redesigning an architecture, solving complex visibility challenges, advancing a customer’s OT maturity, or influencing future product capabilities, the OT Expert is the trusted technical advisor for the organization’s most challenging customer engagements.
Success in this role is measured not by the number of implementations completed, but by the ability to solve complex problems, enable customer success, and maximize the long-term value customers realize from Armis Centrix.
**Provide Expert Technical Leadership**
- Serve as the primary OT technical subject matter expert within Customer Success, providing deep technical guidance across all aspects of Armis Centrix in industrial environments
- Partner with Technical Customer Success Managers, Product Management, Engineering, Sales Engineering, Customer Support, partners, and customers during complex engagements
- Act as the technical escalation point for customer situations where standard methodologies or operational practices are insufficient
**Resolve Complex Customer Challenges**
- Lead investigations into technically challenging issues affecting customer environments, including architecture, passive monitoring, asset visibility, protocol decoding, network segmentation, scalability, integrations, data quality, and operational workflows
- Identify architectural, operational, and process-related root causes and develop practical, scalable solutions
- Improve both immediate customer outcomes and long-term operational success
**Design and Optimize OT Solutions**
- Review customer environments and recommend architectural improvements that enhance visibility, scalability, resilience, operational efficiency, and business value
- Guide customers in designing effective monitoring strategies, sensor placement, network visibility architectures, and asset discovery methodologies
- Help customers evolve from initial implementation toward mature, strategic adoption of Armis across their OT ecosystem
**Enable Customer Success Through OT Expertise**
- Advise customers on how Armis capabilities support OT and industrial initiatives, including asset discovery, lifecycle management, network segmentation, risk management, security posture, process monitoring, and compliance
- Translate technical capabilities into measurable operational, security, and business outcomes
**Empower Internal Teams**
- Partner with Technical Customer Success Managers throughout the customer lifecycle, supporting architecture reviews, health assessments, technical workshops, and strategic engagements
- Mentor internal teams on technical knowledge, architectural best practices, troubleshooting methodologies, and field lessons learned
- Raise the overall technical capability of the Customer Success organization
**Influence Product Innovation**
- Act as the voice of the customer within Product Management and Engineering
- Identify product limitations, capability gaps, and emerging industry requirements through direct engagement with complex OT environments
- Collaborate on roadmap priorities and ensure platform enhancements address real-world customer needs
**Advance Technical Excellence**
- Develop reusable architectural guidance, implementation frameworks, troubleshooting playbooks, technical documentation, and best practices
- Share expertise through internal enablement sessions, workshops, and knowledge-sharing initiatives
- Represent Armis as a trusted OT technical expert during customer engagements and strategic discussions
#### Qualifications
**Experience & Background**
- 8+ years of professional experience working within Operational Technology (OT), Industrial Control Systems (ICS), or Critical Infrastructure environments
- Demonstrated expertise with OT asset visibility platforms such as Armis, Claroty, Nozomi, or equivalent technologies
- Proven track record of designing, reviewing, and optimizing enterprise or industrial OT architectures
- Strong understanding of industrial networking, passive monitoring architectures, OT communication protocols, and SPAN/TAP/packet acquisition strategies
- Deep knowledge of industrial systems including PLCs, HMIs, SCADA, DCS, and manufacturing/utilities environments
**Preferred Qualifications:**
**Problem-Solving & Execution**
- Proven ability to troubleshoot and resolve complex technical challenges within enterprise or industrial environments
- Exceptional analytical and problem-solving skills with demonstrated ability to identify root causes across complex systems and develop scalable solutions
- Experience leading technical investigations and escalations
**Communication & Collaboration**
- Excellent communication and presentation skills, with ability to engage both technical teams and executive stakeholders
- Demonstrated ability to translate technical concepts into business outcomes and measurable impact
- Proven experience collaborating effectively across Customer Success, Product Management, Engineering, Sales, Support, and customer organizations
- Expertise in asset discovery, visibility, lifecycle management, inventory accuracy, and contextualization
- Proficiency in OT risk management, vulnerability prioritization, network segmentation, configuration integrity, and security posture improvement
- Familiarity with industry standards and frameworks such as IEC 62443, ISA-95, Purdue Enterprise Reference Architecture, and NIST Cybersecurity Framework
- Certifications such as GICSP, GRID, ISA/IEC 62443, CISSP, or OSCP.
- Experience with patch management in OT environments.
- Familiarity with integrating OT visibility tools with SIEM (e.g., Splunk, QRadar), CMDB, or SOC workflows.
- Experience with RBVM or vulnerability tracking in ICS (Qualys, Tenable.ot, Rapid7, etc.).
- Exposure to AppSec concepts and toolchains (optional, for hybrid environments).
#### Additional Information
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. [Learn more here](https://careers.servicenow.com/life-at-servicenow#workpersonas). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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