About this role
The OT Expert serves as the primary Operational Technology (OT) technical authority within the Customer Success organization, enabling customers, partners, and internal teams to maximize the value of Armis Centrix across complex industrial environments.
This is an individual contributor role that partners closely with Technical Customer Success Managers (TCSMs), Product Management, Engineering, Sales, Support, partners, and customers to solve complex technical challenges, design scalable solutions, optimize customer outcomes, and influence the evolution of the Armis platform.
Unlike traditional deployment or professional services roles, the OT Expert is engaged when deep technical expertise, sound engineering judgment, and strategic guidance are required. Whether recovering a struggling implementation, redesigning an architecture, solving complex visibility challenges, advancing a customer’s OT maturity, or influencing future product capabilities, the OT Expert is the trusted technical advisor for the organization’s most challenging customer engagements.
Success in this role is measured not by the number of implementations completed, but by the ability to solve complex problems, enable customer success, and maximize the long-term value customers realize from Armis Centrix.
Provide Expert Technical Leadership
Serve as the primary OT technical subject matter expert within Customer Success, providing deep technical guidance across all aspects of Armis Centrix in industrial environmentsPartner with Technical Customer Success Managers, Product Management, Engineering, Sales Engineering, Customer Support, partners, and customers during complex engagementsAct as the technical escalation point for customer situations where standard methodologies or operational practices are insufficientResolve Complex Customer Challenges
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 workflowsIdentify architectural, operational, and process-related root causes and develop practical, scalable solutionsImprove both immediate customer outcomes and long-term operational successDesign and Optimize OT Solutions
Review customer environments and recommend architectural improvements that enhance visibility, scalability, resilience, operational efficiency, and business valueGuide customers in designing effective monitoring strategies, sensor placement, network visibility architectures, and asset discovery methodologiesHelp customers evolve from initial implementation toward mature, strategic adoption of Armis across their OT ecosystemEnable Customer Success Through OT Expertise
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 complianceTranslate technical capabilities into measurable operational, security, and business outcomesEmpower Internal Teams
Partner with Technical Customer Success Managers throughout the customer lifecycle, supporting architecture reviews, health assessments, technical workshops, and strategic engagementsMentor internal teams on technical knowledge, architectural best practices, troubleshooting methodologies, and field lessons learnedRaise the overall technical capability of the Customer Success organizationInfluence Product Innovation
Act as the voice of the customer within Product Management and EngineeringIdentify product limitations, capability gaps, and emerging industry requirements through direct engagement with complex OT environmentsCollaborate on roadmap priorities and ensure platform enhancements address real-world customer needsAdvance Technical Excellence
Develop reusable architectural guidance, implementation frameworks, troubleshooting playbooks, technical documentation, and best practicesShare expertise through internal enablement sessions, workshops, and knowledge-sharing initiativesRepresent Armis as a trusted OT technical expert during customer engagements and strategic discussions Experience & Background
8+ years of professional experience working within Operational Technology (OT), Industrial Control Systems (ICS), or Critical Infrastructure environmentsDemonstrated expertise with OT asset visibility platforms such as Armis, Claroty, Nozomi, or equivalent technologiesProven track record of designing, reviewing, and optimizing enterprise or industrial OT architecturesStrong understanding of industrial networking, passive monitoring architectures, OT communication protocols, and SPAN/TAP/packet acquisition strategiesDeep knowledge of industrial systems including PLCs, HMIs, SCADA, DCS, and manufacturing/utilities environments
Preferred Qualifications:
Problem-Solving & Execution
Proven ability to troubleshoot and resolve complex technical challenges within enterprise or industrial environmentsExceptional analytical and problem-solving skills with demonstrated ability to identify root causes across complex systems and develop scalable solutionsExperience leading technical investigations and escalationsCommunication & Collaboration
Excellent communication and presentation skills, with ability to engage both technical teams and executive stakeholdersDemonstrated ability to translate technical concepts into business outcomes and measurable impactProven experience collaborating effectively across Customer Success, Product Management, Engineering, Sales, Support, and customer organizations Expertise in asset discovery, visibility, lifecycle management, inventory accuracy, and contextualizationProficiency in OT risk management, vulnerability prioritization, network segmentation, configuration integrity, and security posture improvementFamiliarity with industry standards and frameworks such as IEC 62443, ISA-95, Purdue Enterprise Reference Architecture, and NIST Cybersecurity FrameworkCertifications 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).
Work Personas
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
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