Solution Engineer (ServiceNow Operational Technology Management) - Texas

This is a remote position.

The ServiceNow Operational Technology Solution Engineer supports the design, configuration, implementation, and optimization of ServiceNow Operational Technology Management solutions for enterprise clients. Working under the architectural direction of a ServiceNow Architect, the Solution Engineer performs hands-on delivery activities across OT asset onboarding, CMDB and CSDM data modeling, OT Discovery, integrations, workflow automation, reporting, testing, documentation, and client enablement.

The Solution Engineer works directly with client stakeholders across OT operations, cybersecurity, infrastructure, engineering, risk, maintenance, and ServiceNow teams. This role helps clients establish accurate OT asset visibility, connect OT devices and production context to the CMDB, automate operational workflows, and use ServiceNow 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 assigned technical workstreams, supports Architects and Managers, and contributes to successful client outcomes through high-quality configuration, development, testing, and operational support.

Primary Responsibilities:

OT Solution Delivery and Asset Onboarding

•  Configure and implement ServiceNow Operational Technology Management and related ServiceNow platform capabilities under the direction of the assigned Architect.
  
• Support OT asset onboarding, import, discovery, classification, lifecycle management, and validation activities across industrial and critical-infrastructure environments.
  
• Translate approved business and technical requirements into well-defined user stories, configuration tasks, acceptance criteria, test cases, and technical documentation within an Agile delivery model.
  
• Configure OT workflows, forms, notifications, approvals, tasks, and automation that support asset management, OT service management, maintenance planning, issue resolution, and remediation processes.
  
• Support role-based access, data-access controls, and secure handling of OT information in accordance with client requirements and ServiceNow leading practices.
  

CMDB CSDM and OT Discovery

• Configure and maintain OT asset data models within the CMDB, including appropriate CI classes, attributes, ownership structures, relationships, reconciliation rules, data-quality controls, and governance processes.
  
• Support CSDM alignment by relating OT devices, OT system services, production processes, sites, owners, dependencies, and related IT services where applicable.
  
• Configure and support OT Discovery schedules, Service Graph Connectors, data imports, and integration processes used to bring OT asset information into ServiceNow.
  
• Validate discovered and imported OT data, resolve data-quality issues, and support CI identification, reconciliation, enrichment, and lifecycle-management activities.
  
• Assist in developing OT asset governance, CMDB stewardship, ownership, access, and operational-data management processes.
  

Development Integration Reporting and Automation

• Configure and develop scalable ServiceNow solutions using out-of-the-box capabilities, configuration, integrations, automation, and controlled customization.
  
• Design, develop, document, maintain, and troubleshoot integrations between ServiceNow and OT asset platforms, industrial cybersecurity tools, network-management systems, vulnerability-management platforms, infrastructure tools, and other third-party technologies.
  
• Use Flow Designer, Integration Hub, APIs, import sets, transform maps, scripting, and related ServiceNow capabilities to automate OT and operational workflows.
  
• Develop reports, dashboards, KPIs, alerts, notifications, and operational analytics that provide visibility into OT assets, data quality, maintenance, vulnerabilities, incidents, compliance, and risk.
  
• Evaluate and implement appropriate ServiceNow Otto, AI Control Tower, and AI-enabled workflow capabilities for OT use cases while considering security, privacy, governance, explainability, human oversight, and responsible use.
  

Testing Deployment and Technical Governance

• Develop and execute unit, system, integration, and regression testing, including test scripts, documented results, defect resolution, and validation against approved requirements.
  
• Support user acceptance testing, deployment planning, production transition, stabilization, and post-production troubleshooting.
  
• Follow established SDLC and Agile practices to ensure technical activities, decisions, changes, and deliverables are documented, reviewed, coordinated, and controlled.
  
• Conduct peer reviews and promote Templar Shield development standards, secure configuration practices, and ServiceNow leading practices.
  
• Produce and maintain technical documentation, including configuration specifications, integration documentation, data mappings, operating procedures, deployment and rollback plans, troubleshooting guidance, and testing documentation.
  

Client Collaboration and Professional Development

• Participate in stakeholder workshops, requirements gathering, process analysis, design reviews, solution demonstrations, sprint reviews, client training, and feedback sessions.
  
• Communicate technical concepts, implementation decisions, issues, risks, and recommendations to technical and non-technical stakeholders.
  
• Build effective working relationships with client stakeholders, Architects, Managers, Engineers, and geographically distributed delivery teams.
  
• Maintain current knowledge of ServiceNow releases, Operational Technology Management capabilities, OT cybersecurity trends, industrial technologies, and applicable regulatory or industry developments.
  

Practice Sales & Support:

The Solution Engineer supports Templar Shield’s Practice Leads and Architects by contributing technical expertise to business-development activities and practice 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

Candidates must demonstrate strong administration, configuration, development, integration, documentation, and technical support skills across ServiceNow Operational Technology Management and related platform capabilities, including:

• Strong working knowledge of ServiceNow Operational Technology Management, CMDB, CSDM, Service Graph Connectors, OT Discovery, Industrial Workspace, and related ServiceNow capabilities.
  
• Familiarity with OT asset management, industrial-control-system environments, OT device classification, asset lifecycle management, operational resilience, and OT cybersecurity concepts.
  
• Experience configuring ServiceNow 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 and support CMDB data models, CI classes, identification and reconciliation rules, data imports, transform maps, ownership models, relationships, and data-quality controls.
  
• Experience developing reports, dashboards, analytics, and executive-level views that support OT asset visibility, operational performance, maintenance planning, vulnerabilities, incidents, compliance, and risk-management requirements.
  
• Familiarity with Automated Test Framework, source control, application deployment, update management, and ServiceNow release and upgrade practices.
  
• Working knowledge of network concepts relevant to OT environments, including TCP/IP, routing and switching, VLANs, DNS, DHCP, firewalls, proxies, network segmentation, SPAN or TAP concepts, and network troubleshooting.
  
• Familiarity with ServiceNow Otto, 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 System Administrator, Certified Application Developer, Certified Implementation Specialist, or other relevant ServiceNow certifications.
  
• Experience with ServiceNow Operational Technology Management, ITOM Visibility, Discovery, Service Mapping, CMDB, CSDM, ITSM, Security Operations, Vulnerability Response, Security Incident Response, Operational Resilience, or Integrated Risk Management.
  
• Experience supporting manufacturing, energy, utilities, transportation, healthcare, telecommunications, government, or other critical-infrastructure environments.
  
• Familiarity with industrial protocols such as Modbus, BACnet, DNP3, OPC UA, PROFINET, EtherNet/IP, or similar protocols.
  
• Experience with OT asset-discovery, asset-intelligence, industrial cybersecurity, vulnerability-management, network-monitoring, or endpoint-security platforms.
  
• Understanding of OT cybersecurity and operational standards such as the NIST Cybersecurity Framework, IEC 62443, ISA-95, NERC CIP, or related requirements.
  
• Experience supporting regulated environments with audit requirements, change-management controls, operational constraints, security documentation, and compliance obligations.
  
• Basic scripting experience using Python, JavaScript, PowerShell, or comparable automation technologies.