Enterprise Service Management (ESM) Solution Architect at Myriad360 — Remote

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