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.     

Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.