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ServiceNow is seeking an Operational Technology (OT) Expert to serve as the primary technical authority within the Customer Success organization. This is a senior individual contributor role focused on enabling customers, partners, and internal teams to maximize the value of Armis Centrix across complex industrial environments.
You will partner closely with Technical Customer Success Managers, Product Management, Engineering, Sales, Support, partners, and customers to solve complex technical challenges, design scalable solutions, and optimize customer outcomes. Unlike traditional deployment or professional services roles, you will be engaged when deep technical expertise, sound engineering judgment, and strategic guidance are required—whether recovering struggling implementations, redesigning architectures, solving complex visibility challenges, or advancing customer OT maturity.
Key responsibilities include:
• 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
• 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
• 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
• 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
• 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
• Act as the voice of the customer within Product Management and Engineering, identifying product limitations, capability gaps, and emerging industry requirements
• Develop reusable architectural guidance, implementation frameworks, troubleshooting playbooks, technical documentation, and best practices
Success is measured by the ability to solve complex problems, enable customer success, and maximize the long-term value customers realize from Armis Centrix.
**Requirements:**
• 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
• 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
• 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
**Preferred Qualifications:**
• 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)
