IT Operations Management

In this role, you will leverage and critically evaluate the integration of AI into work processes, decision-making, and problem-solving, utilizing AI-powered tools, automating workflows, and analyzing AI-driven insights. You will create and contribute to sales campaigns focused on IT Operations Management (ITOM), IT Datacentre technologies, and enterprise architecture initiatives using ServiceNow applications for service modeling, event management, and discovery. Your responsibilities will include maintaining a showcase of ITOM solutions, developing programs to demonstrate the value of ITOM on the ServiceNow platform, and collaborating closely with product management and engineering teams on roadmap and field feedback. You will assist sales personnel in qualifying customer needs and performing pre-demo analysis, provide mentoring and training to colleagues, and deliver product demonstrations tailored to prospects and existing customers. Additionally, you will generate product demo scripts and scenarios, maintain demonstration environments, scope and deliver Proof of Concept/Proof of Value engagements, and respond to Request for Information/Proposal documents. Staying current on product developments, competitive analyses, and understanding differentiators is crucial. You will be responsible for understanding the business and technical problems addressed by our products, including regulations, business drivers, evolving needs, and security. When called upon, you will serve as a regional team lead for practice activities. You will conduct transition briefings with Sales Personnel and Professional Services to communicate commitments and expectations for deployment and act as the ServiceNow subject matter expert at executive briefings and marketing events.

To be successful in this role, you will need experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including the use of AI-powered tools, workflow automation, and AI-driven insights. An understanding of enterprise architecture domains, experience with integration, observability, automation, and orchestration technologies (e.g., Amazon API, VMware automation, Puppet, Chef, Ansible), and experience with AI-enhanced IT Operations (AIOps), Agentic AI, and Machine Learning are essential. Experience with discovery technologies (e.g., Tanium, Tenable, Qualys, ADDM, BMC Helix) and event management platforms (e.g., Splunk, Datadog, Dynatrace) is required, along with experience in service-oriented and distributed application architecture in the enterprise. Familiarity with cloud platforms such as AWS, Azure, and GCP, and experience with storage, network, and compute in enterprise environments are also necessary. An understanding or experience with CMDB implementations and scripting with languages or protocols such as PowerShell, Perl, wmi, ssh, python, JavaScript, Xpath, or SNMP is beneficial. Pre-sales experience and IT Operations Management experience (tool or process) would be advantageous. You should exhibit prior and current technical expertise in web technology with the ability to learn new technologies, and have prior experience as a technical or practice team lead. Exceptional communication and presentation skills, encompassing both technical and business concepts, are vital.